BT Duty Manager / Incident Manager (Budapest/Debrecen) in Budapest, Hungary

Kick-start your international career withone of the world’s leading communication companies!

British Telecom is one of the world’sleading providers of communications solutions and services operating in 170countries. Its activities include the provision of networked ITservices globally. The Regional Operations Centre of BT is looking for a Duty Managercolleague to our office in Budapest.

Key Purpose Of Job:

Overall lead responsibility for Severity 1 incidents to minimize outage/degradation time to the customers, within the Service Assurance environment.

Act as a single point of contact / interface for the customer and the BT Account Management Team. To keep all parties updated at regular intervals ensuring adherence to agreed process and SLA performance for Severity 1 incidents.

Job Responsibilities:

  • To deliver excellent communications during the lifecycle of a P1 majorincident, to ensure all client and BT resources (including seniormanagement in both organizations) are kept informed of progressthroughout.

  • Quickly understood and actedupon where necessary.

  • To respond in a timely manner to any non incident related customerenquiries.

  • To ensure complimentary efforts and maximum co-operation duringincidents, between all engaged parties.

  • To gain a clear understanding of the customers business and communicationneeds and priorities; and champion these in Service Assurance.

  • To interface and collaborate with the Problem Management team wheneverappropriate. Either post incident or in support of resolving a persistentcommon issue with component of the service estate managed by ServiceAssurance.

  • To provide feedback on Supplier performance into the Client Servicesmanagement team.

  • Ensuring all documentation and work practices relevant to the role areup to date.

  • Using the BT incident management system to undertake regular incidentticket quality checks, on an agreed proportion / sample of volume, acrossthe clients’ incidents.

  • The post holder is required to understand the regulatory, fair tradingand competition rules relating to their work sufficiently, to be able tocomply with them, relying on their own knowledge or on their ability torecognize that they will need specialist support.

Requirements:

  • Drive for Results - Ability to show clear determination (focus andgusto) through the effective demonstration of leadership behaviors inautonomously owning and driving resolutions involving multiple parties.

  • Customer Connected - Ability to understand service impacts on theCustomer Business Units and services, and use this insight to driveresolution activity and solutions.

  • Inspiring - Ability to persuade and influence across matrix teams(internal and external) and organization layers to deliver results for theCustomer.

  • Straightforward - Strong communication skills (verbal and written).Ability to interpret and clearly communicate complex scenarios to SeniorCustomer and BT parties.

  • Trustworthy - Ability to develop long-term trusting relationships withCustomers, suppliers and key stakeholders.

What we offer

  • Supportive corporate culture

  • Inspiring working teams

  • Competitive salary and benefit package

  • Professional development programs, trainings and educational support

  • Employee and Family Friendly Workplace

  • Private health insurance package

Why you should join BT?

You’ll play a vital part in making technology and communications accessible on an unparalleled scale. You’ll be challenged to tackle new problems. Always on the lookout for ways to improve things and make life easier for our customers.

Making a better world, together

Our products and services are essential to the fabric of today’s society. We underpin everything from global trade and industry to economic growth and social infrastructure. Our technology gives people the power and freedom to create possibilities – reaching further, aiming higher, and making their voices heard.

Job: Customer Service and Contact Centres

Title: Duty Manager / Incident Manager (Budapest/Debrecen)

Location: Hungary-Budapest

Requisition ID: 63565

Other Locations: Europe-Hungary-Debrecen-Debrecen