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Major Incident Member

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Plusnet

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Location:
United Kingdom , Ipswich

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The MIM controller role is to support the implementation of the overall service strategy. This role is based in Ipswich and our hybrid working model means you are expected to be in the office 3 days per week.

Job Responsibility:

  • Support the implementation of the overall service strategy
  • Maintain quality across MIM functions
  • Detect service impacting or potentially service impacting issues
  • Manage the resolution of these incidents
  • Clearly communicate out to the business the incident impact and path to service restoration
  • Accountable for driving own personal development, training and skills required through use of accredited learning paths
  • Provide the interface into the senior customer and technology facing teams
  • Continuous Improvement – embrace a culture of continuous improvement across the wider incident management team
  • Fulfil the role of service and incident escalation in line with the agreed process
  • Contribute to the Post Incident Review process
  • Drive network incidents focusing on speed of detection and service restoration
  • Provide clear, compliant communication out to our customers both internal and external to BT
  • Maintain an ITIL standard at all times that complies with statutory controls
  • Demonstrate and champion the Personal, Simple, Brilliant ethos across the incident management process
  • Stakeholder Management – work with colleagues across BT/EE and represent unit interests by driving a service obsessed mentality

Requirements:

  • Experience of managing customer service impacting core network failures
  • Experience in complex problems analysis and identify root causes of major incidents
  • Incident Management Processes: Familiarity with incident management frameworks (e.g., ITIL), incident prioritisation, escalation procedures, and communication protocols
  • Interpersonal communication at different levels and collaboration with other teams
  • Ability to remain calm under pressure, demonstrate command and control, and make decisions
  • Handle multiple incidents, prioritising tasks based on urgency, time, and resource allocation
  • Domonstrate a mindset of continuous improvement, looking for ways to enhance incident response processes, reduce recurrence of incidents, and implement preventive measures

Nice to have:

  • ITIL Foundation qualification
  • In depth knowledge of BT Core networks
  • Knowledge of BT customer markets
  • Understanding of regulatory commitments, quality processes
What we offer:
  • Career progression opportunities
  • BT Pension scheme: minimum 5% employee contribution, 10% BT contribution
  • 22 days annual leave (excluding bank holidays), increasing with service
  • Health & Wellbeing support team – EAP, Mental Health, Occupational Health, Physiotherapy
  • Huge range of flexible benefits (cycle to work, healthcare, season ticket loan)
  • Option to join BT Shares Saving schemes
  • Discounted broadband, mobile, and TV packages
  • Access to 100's of retail discounts including EE and BT Shop

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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