Incident Management Professional

Why this job matters

An Incident Manager, will be responsible for facilitating, coordinating, and driving technical support during critical incidents for the Customer . Will work closely with internal teams and external stakeholders to maintain high levels of service quality and customer satisfaction. 

Key Responsibilities

• Initiate and lead Business Critical Incident Management calls (Bridge calls), gathering required resources to remediate the issue as quickly as possible.
• Aid troubleshooting – asking obvious questions to technical engineers to aid service restoration.
• Provide business impact updates to stakeholders and leadership as required (in verbal and written form).
• Prepare customer facing communications for status updates and incident reports, Collect relevant incident related information and its timeline.
• Manage updates to tickets on SNOW within stablished SLAs.
• Capture Incident details and update all necessary tools and documents.
• Provide required notifications and updates on all Business Critical Incidents within established service levels.
• Participate in Post Mortem meetings and work with Problem/ Change Managers and other stakeholders to drive technical teams to define root cause.
• Coordinate with support leaders and technical experts to ensure swift resolution of Business Critical Incidents.
• Manage vendors / suppliers – ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration of service.
• The individual should be able to act as a team lead when performing within the function, collaborating with the wider BT team, and taking initiative.
• The Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all incidents to mitigate impact and reduce the Mean Time to Restore Service.

Skills we are looking for

• Applies problem solving methods to repair failed products or processes.
• Supports customers both before and after they buy and use products or services that helps them have a positive experience.
• Follows proper escalation protocol to manage incidents and ensure problems are resolved and addressed at the appropriate level.
• Continuously thrives to improve products, services, or processes.
• Implements and ensures all users and devices have proper and optimal access to the network and the data and applications on it.
• Ensures that any incidents affecting processes and performances of services or systems are managed appropriately to mitigate risk and minimize disruption.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.