Easter Seals Jobs

Incident Service Professional

Job Req ID: 39034

Posting Date: 11 Sep 2024

Function: Service

Unit: Networks

Location:

Endeavour Sheffield, Sheffield, United Kingdom

Salary: Competitive with great benefits

Career Grade: E

Internal Closing Date: 18/9/24

Location : Sheffield - Full time on-site on shift pattern

Why this job matters

The Customer Service Operations Centre (CSOC) monitors the availability of BT’s critical IT systems within Service as part of BT’s Technology unit. Surveillance monitoring is used to proactively identify IT failures in order to minimise service disruption and reduce the requirement for customers to report failure through the service desk.

Collaborative incident management processes are used in response to IT incidents, in order to minimise service disruption and maximise trading availability for our customers. Stakeholder communications are used to keep the business informed of progress towards resolution and to inform business choices.

The CSOC Shift Service Operations Manager (SOM) is responsible for 24x7 proactive monitoring of BT’s critical IT applications which support trading for BT and its CFUs.

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What you’ll be doing

• Continuous Improvement to drive a culture of customer focused improvements within the CSOC

• Service improvement by ownership of actions from the service improvement log

• Monitoring to ensure end to end services of the CFU are fully monitored

• Management and ownership of service restoration activities for service affecting incidents

• Drive customer service for relevant CFU stakeholders and communicate the impact of any service affecting incidents

• Possess and develop a product and service knowledge for the relevant CFU

• Provide coaching and support to the operational team members for the relevant CFU

• Maintain a training matrix.

Skills and Experience

Skills required

Mandatory

• Excellent Written and Verbal Communication Skills .

• Strong problem-solving skills .

• Work comfortably, collaboratively and productively within a team and across multidisciplinary functions.

• Galvanising action for a broad set of skills to drive up BT’s customer experience and service performance, contributing to new strategic policy.

• Regularly practising strong leadership in a complex, matrixed environment of technical service & platform teams, during high severity Incident recovery & problem management process, & improvement initiatives.

• Excellent verbal and written communication skills , to produce stakeholder communications for director level and above.

Nice to have

• ITIL Foundation qualification.

• Experience of senior stakeholder management.

• Experience of operational supplier management.

• Experience of managing IT or Network Enterprise solutions.

• In depth knowledge of platform technologies.

• Knowledge of BT customer markets.

• Understanding of regulatory commitments, quality processes and financial governance.

• Business Improvement skills including Continuous Improvement, Lean and Six Sigma.

• An expert practitioner of skills that win business, support contact compliance or deliver service transformation.

Benefits

• 10% on target bonus

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

• 25 days annual leave (not including bank holidays), increasing with service

• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan

• World-class training and development opportunities

• Option to join BT Shares Saving schemes.

• Discounted broadband, mobile and TV packages

• Access to 100’s of retail discounts including the BT shop

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.