Major Incident Management Professional

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Date: Oct 30, 2024

Location: 25A DLF City Phase-III,, Gurugram, India

Company: BT Group

Recruiter: Piyush Suri

Hiring Manager: Gaurav Jain

Career Grade:E

Internal Closing Date: November 5, 2024

Why this job matters

The Network Engineering Professional supports the delivery of engineering activities that contributes client technical requirements, deploying optimal networking and connectivity solutions that enable clients and the enterprise to achieve their operational and business goals.

What you’ll be doing

1. Supports the delivery of routine daily activities and is accountable for system design, build, testing, validation, maintenance, and ongoing support of all network infrastructure components.
2. Assists the implementation of enhanced network technology that aligns to customers' strategic direction for enterprise and remote site connectivity.
3. Follows standards for global network infrastructure, including wireless, LAN and SD-WAN networks and connectivity.
4. Supports the installation, testing, and setup of new network hardware both physical and virtual (firewalls, routers, switching, monitoring) hardware and software.
5. Executes engineering efforts to ensue currency and supportability of networking technology.
6. Collates data, reports and information supporting technology lifecycle planning, including contributing to the development of the technology roadmaps and Network Health Assessments.
7. Organises material and data for documentation, knowledge transfer and training to successfully land new solutions into the support organisation.
8. Undertakes activities that contribute to the implementation of core and cloud infrastructure security to manage risks and exposure.
9. Supports in the implementation of ways to improve working processes within Network Engineering.

The skills you’ll need

Troubleshooting
Customer Service
Escalation Management
Continuous Improvement
Health & Safety
Network Delivery
Network Security
Network Testing
Network Configuration
Technical Documentation
Network Integration
Network Implementation
Requirements Management
Incident Management
Event Planning
Decision Making
Growth Mindset
Inclusive Leadership

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.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. 

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.  

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

 

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

 

Purpose Of Role:

Responsible for the management of all customer Incidents, including the full management of high profile incidents including Major and Severe Incidents. This will include the assembling appropriately skilled resource to resolve the Incident, both Internal and External to BT.

Provide management of the Major Incident calls drawing in assistance as the Incident dictates. Effective communications of the Incidents during and after the event, this would include PIR or RCA communications.

Responsible for the progression of all Incidents allocated to BT technical teams, ensuring all are pursued to a successful closure within customer SLA.

 

  • Awareness of Incident tickets that are resolved but have actions attributed to them under Problem management.

  • Responsible for maintaining and building relationships with key stakeholders in both BT and the customer to minimise risk to BT.

  • Responsible for successful management and delivery of IT services and consultancy where appropriate.

  • Contributes to the identification of emerging security risks and threats to influence the direction of BT’s or the Customer's Security strategy and policies, particularly in the areas of personnel, physical, information, procedural and products.

  • Responsible for managing and maintaining relationships/partnership with specific customers, suppliers and stakeholders ensuring the cost effective provision of a professional Security service. 

  • Contribute to the relationships with in-scope major customers, suppliers and stakeholders ensuring the cost effective provision of a professional Security service. 

  • Provides leadership for a team of IT professionals and managers to build high performing and well-motivated teams.

  • Incident Management decision maker within a defined scope responsible for ensuring that mitigation controls and incident response are appropriate and delivered in a professional manner.

  • Attendance and contribute to daily Operations call with line manager.

  • Creation of client daily status reports, distributed to the client.

  • Identify resource within team to assist in high priority incident and change completion when requested.

  • Communicate SPOF within the teams, both in terms of clients and vendor technologies.

  • Coordinate Incident responses to meet KPI / SLA delivery Metrics.

 

Qualifications:

  • College degree or equivalent Technical Training.

  • 5-7 years related work experience.

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