Major Incident Member Job at Plusnet (Ipswich)

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

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Major Incident Member

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