Network Engineers

☞ BT

View: 105

Update day: 01-06-2024

Location: Chesterfield Yorkshire and the Humber

Category: Mechanical / Technical High Technology Electrical / Electronics Telecommunications

Industry:

Salary: £26,000 a year

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Job content

Major Incident and Jeopardy Analyst
This role can be based in the following locations – Barlborough, Chesterfield only

About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT.

About this role
The Major Incident Analyst is a member of the Major Incident and Jeopardy Management Team reporting to the Custom Team Manager
The key purpose of the role is to work closely with multiple resolving teams – including internal BT teams and external 3rd parties to co-ordinate the restoration of service across Major Incidents as quickly as possible, whilst ensuring the nominated customer contact points and internal BT stakeholders are updated by way of regular timely communications.


You’ll have the following responsibilities
  • Prioritise and manage Major Incidents based upon guidelines agreed with our customer base.
  • Ensure all incidents are updated to the highest standards in order to provide clear timelines and logs for Problem Management via the MIR process.
  • Act as first point of contact for escalated incidents of P1/P2 priority.
  • Ensure that service level agreements are met and that a positive customer experience is at the forefront of all we do.
  • Work as part of a team to manage and support all service incidents either personally or via the Service Desk and other resolver teams through to successful completion and user satisfaction.
  • Understand the business environment and it’s applications and services.
  • Accurately implement and work in line with Company policies and procedures.
  • Ensure that all company matters are kept confidential by you at all times.


You’ll have the following skills and experience
  • Excellent operational background.
  • Excellent customer facing skills, strong senior stakeholder management (within customer & BT organisations).
  • Proven analytical skills and process orientated.
  • Key personal attributes are articulation, numeracy, literacy, the ability to work well under pressure. Above all a pro-active, methodical and analytical approach to the role.
  • Ability to chair both internal technical bridge calls and customer facing management calls to multiple attendees.
  • Ability to empathise with others, strong interpersonal skills with an assertive attitude.
  • Experience of working well under pressure and capable of prioritising workloads.
  • Experience of ensuring that service level agreements are met and that a positive customer experience is at the forefront of what you do.


Benefits
At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:
  • Competitive salary
  • 22 days’ annual leave (not including bank holidays
  • World-class training and development opportunities
  • Discounted employee broadband, mobile and TV packages
  • Share option and pension scheme programmes
  • Flexible benefits to fit around you
BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

LI-Hybrid

About British Telecom
We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
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Deadline: 16-07-2024

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