Overall lead responsibility for Severity 1 incidents to minimize outage/degradation time to the customers, within the BTGS GCS 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.
To drive and orchestrate the effective response to Severity 1 incident resolution to the agreed contractual SLA’s.
To deliver excellent communications during the lifecycle of a P1 major incident, to ensure all client and THE FIRM resources (including senior management in both organizations) are kept informed of progress throughout.
To assemble the necessary resources (Technical, Project, Change, 3rd party where appropriate etc.) and ensure adequate and timely participation on incident resolution audios.
To ensure managed 3rd Party and Internal BT Suppliers are engaged and deliver to drive incident resolution. Instigating escalation into the Supplier base as required, ensuring timely / satisfactory and appropriate response.
To ensure all BT incident management system logs are accurate, comprehensive and of a quality nature, and are updated on a regular basis detailing the flow of events and activity undertaken.
To support Client Services and Account team in the production of a timely and quality Severity 1 Incident Report within target timescales and signed off via peer checking prior to submission to the client.
To support all agreed service improvement initiatives – proactive and reactive.
To proactively monitor the employer incident management queues for customer issues to preemptively identify potential P1 jeopardy.
To attend Service Review meetings if requested by the Service Manager.
To attend Change Management / CAB calls and be familiar with the content ensuring any change related issues are quickly understood and acted upon where necessary.
To respond in a timely manner to any non incident related customer enquiries.
To ensure complimentary efforts and maximum co-operation during incidents, between all engaged parties.
To ensure adherence to the agreed / contractual P1 Incident Management Process contained within the Operations Manual.
To gain a clear understanding of the customers business and communication needs and priorities; and champion these in Service Assurance.
To monitor shared mailbox for information relating to Severity 1 or 2 Incidents.
To interface and collaborate with the Problem Management team whenever appropriate. Either post incident or in support of resolving a persistent common issue with component of the service estate managed by Service Assurance.
Close liaison with Contract team / Service / Account management to monitor and improve Customer service and perception. Including analysis of Event Driven Customer Satisfaction survey feedback.
To provide feedback on Supplier performance into the Client Services management team.
Ensuring all documentation and work practices relevant to the role are up to date.
Using the firm incident management system to undertake regular incident ticket quality checks, on an agreed proportion / sample of volume, across the clients’ incidents.
The post holder is required to understand the regulatory, fair trading and competition rules relating to their work sufficiently, to be able to comply with them, relying on their own knowledge or on their ability to recognize that they will need specialist support.
Actively support, at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive Customer information (SEC/POL/A008 Information Security)