Technical Management Professional

Why this job matters

To provide the 3rd line technical support and responsible for handling priority and complex Data issues for the team.

The role holder will be required to progress incident utilising customer representatives, vendors and other BT teams allocated to the account.

As a result of working within the customer location the role holder must assist not only other BT Data teams but also other BT technical teams in resolving incident that may not necessarily reside in the Data estate.

What you’ll be doing

    This is a 24*7 role, so individual should be flexible with their work/shift pattern.
    Manage the resolution process for all P1 & P2 and other critical incidents from inception to resolution, ensuring quick and correct assessment of the issue and identifying the impact to a specific customers and engaging the appropriate service area to resolve the issue.  
    Individual need to provide technical support and extend their help to L1 and L2 engineers in the team and train them further as well.
    Individual need to coordinate with the Problem Management team to drive all the raised problem records to the resolution within the SLA.
    The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
    The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution. 
    Responsibilities span all internal technology infrastructure, development and business support. The role will be accountable for managing incidents from discovery through recovery, fix, elimination and customer remediation.
    Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure of any particular incident.
    Responsible for the complete process adherence and handling of critical incidents according to SLAs.
    Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
    Take part in regular service conference calls with Service Account Management, to advise customer on possible design issues following network growth and changed user requirements.

Skills

CCNA 
CCNP(Enterprise),
CCIE – Lab – Trained/Certified 
F5,Nexus,CWAN,Cisco wireless.
(Trained), ACI, Certifications would be added advantage. 
5 years or more experience including high level design

Skill in managing teams of individuals to produce desired outcomes and performance.
Individual can manage one or more teams to achieve stretching performance goals whilst maintaining levels of motivation and satisfaction.

Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.
Able to investigate and address the most complex technical problems working with a wide range of stakeholders.

Skill in assessing and improving service and business process performance.
Individual can assess, re-design and improve complex business processes using a range of industry standard tools and techniques drawn from methodologies such as 6 Sigma and lean.

Capability to rigorously adhere to defined processes and stated policies in carrying out assigned tasks.
Rigorous and consistent adherence to defined processes and policies with ability to interpret such policies and processes intelligently.

Capability to identify issues and opportunities and initiate action without explicit instruction.
Consistently identifies requirement for proactive action and takes such action correctly and effectively.

Capability to pay close attention to details of requests and deliverables and instructions.
Errors as a result of lack of attention to detail are extremely rare. Focus on detail is integral to personality and behaviour.

Capability to recognise risks and guide actions to raise and avoid risks which may impact performance.
Instinctively identifies risks and leads others in constructing actions to mitigate.

Capability to behave and react flexibly to unexpected changes in requirements and working practices whilst maintaining performance.
Short notice changes in requirements or practices are absorbed effectively without affecting performance.

Incident and Event Management
Accountable for operational performance of the BT networks platform, including incident and event management performance

Operations, Service Monitoring
Accountable for operational performance of the BT networks platform.