Job Description

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Why this job matters

Problem Management Professional

Kick-start your international career with one of the world\'s leading communication companies!
British Telecom is one of the world\'s leading providers of communications solutions and services operating in 170 countries. Its activities include the provision of networked IT services globally.

Purpose of Role:
Ensure positive perception of the problem management process
Continuously improve our capability on problem management provided to our customer
Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis
Communicate and coordinate with concerned parties through the Problem Management process

Responsibilities
Ensure and monitor that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
Maintain problem and task records to ensure that such problems are fully documented within the relevant reporting system(s).
Coordinate with the internal Subject Matter Expert (SME) teams to guarantee assigned resources to work on Problems.
Work with stakeholders to agree prioritisation of problems and deliverables associated with specific problems.
Make and drive root cause investigations, problem investigations, Managing RCA between technical teams
Follow up with appropriate SMEs to complete both corrective and improvement actions defined during RCA.
Analysis and reporting of incident trend data to identify and eliminate root causes.
Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes.
Support development and monitor implementation progress on permanent solutions
May involve liaising with internal, external and third party suppliers.

Required Experiences and Skills

Minimum bachelor\'s degree and 8+ years problem management working experience
Good understanding of CCNA Level Data network is required, additionally voice IT products is a plus.
Excellent, high level of business English (both verbal and written)
ITIL V3 Foundation certificate
ITIL V3 OSA - Operational Support and Analysis Capability certificate
Good understanding and practice of Problem Solving techniques (5 Whys, Fishbone, Kepner-Tregoe, etc.).
Provides great customer experience and support
Excellent on manage parallel work streams
Team-player attitude
Expert on making presentations and present this to wider audience.
Excellent communication and Customer care
Customer-oriented thinking

What you\'ll be doing

1. Supports in the resolution of process and service issues by liaising with different teams, communicating key information to other stakeholders as required.
2. Delivers accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency.
3. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
4. Maintains professional relationship with suppliers, customers and internal stakeholders.
5. Carries out the Service Operations initiatives and ensures that services are aligned to the client\'s business requirements.
6. Executes work in the implementation of tactical strategies and improvement plans.
7. Supports the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The skills you\'ll need

Information Management

Technology Implementation

Continuous Improvement

Problem Solving

Change Management

Service Level Agreement Management

IT Operations

Cloud Computing

Customer Relationship Management

Technical Support

Business Process Improvement

Escalation Management

Incident Management

Decision Making

Growth Mindset

Quality Assurance

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.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We\'ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We\'re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it\'s not just the technology that matters, it\'s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.

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 , please apply anyway - you may just be the right candidate for this or other roles in our wider team.

BT