Problem Management Professional

We are seeking a Problem Mangement Professional to join BT's Operational Resilience and Service Management team. Operational Resilience & Service Management in Technology acts independently of both the Networks and Digital units.

You will be responsible for managing and operating an industry best practice Problem Management function working across the platforms and services for our Network and Digital products, improving the availability and reliability of these products and delivering the best experience for our customers.

Problem Management is a crucial Service Management practice that manages the lifecycle of all Problems. The purpose of Problem Management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, implementing fixes and managing workarounds and known errors.

What you'll be doing

• Ownership of Problems (reactive and proactive), by identifying actual and potential causes of incidents, implementing fixes and managing workarounds and known errors. Contributing to the achievement of the Networks and Digital Operational Excellence scorecard and team KPIs.


• Delivering a best in class Problem Management process.


• Prioritising problems that have the biggest risk and delivering at pace to provide the best experience for our customers.


• Chairing stakeholder calls and driving tasks/actions to resolution through strong collaborative behaviours.


• Own, create and manage comprehensive problem reports, including post incident reviews, to deliver communications back to the business following major service impacting and/or high risk incidents


• Focus on the continuous improvement of process and working practices to ensure high performance and value outcomes are delivered.


• You will engage and support the governance and application of best Problem Management practice across the Platform and Delivery units in Networks and Digital - working collaboratively with the teams.


• Supporting the delivery of the Problem Management unit strategy to enable the achievement of the unit and wider Service Management Business unit goals.


• Holding and continually developing a strong technical and service knowledge of the Platforms that your role supports.
  
  An understanding of the key Service Management functions - incident, problem and change.


• Excellent stakeholder relationship and communication skills.


• Analytical skills to be able to identify problems and drive the appropriate assessments and actions.


Nice to have

• ITIL 4 foundation level accreditation (You'll have opportunity to obtain certification on the job as well).


• Understanding and experience of problem methodologies and techniques.


• Improvement focus - a focus on continuous learning and development in yourself and for your team to improve processes and make things more efficient.


• Business improvement experience including continuous improvement.


• Strong knowledge of the platform technologies, products and services for your role.


• Knowledge of the strategy and markets for your customers.


• Strong collaboration in a complex, matrixed environment of operational, technical service and platform teams in the operation of the problem management process.


• Experience of senior stakeholder management.
  
  BT is part of BT Group, along with EE, Openreach, and Plusnet.


Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.'

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.


• Tailored training and development opportunities to continue to build your career


• 10% on target bonus


• 25 days' annual leave (not including bank holidays), increasing with service


• Life Assurance provided by BT


• Pension scheme - If you pay in a minimum of 5% of your pensionable salary every month we will pay in 10%.


• Direct Share scheme


• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.


• Exclusive colleague discounts on our latest and greatest BT broadband packages BT TV, including TNT Sports and NOW entertainment


• Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks


• 3 volunteering days per year


• Access and involvement with our incredible 11 People Networks including Able2 network, Careers network, Ethnic diversity network, Gender equality network and Pride network