British Telecom - Problem Manager - Problem Management Team

Job title :Problem Manager

Team : BT B&PS - Managed Customer Service, Problem Management

Location : India

Hours : Contracted hours per working week

Job role/ grade : STST06

Reports to (role) : Problem Management Team Manager

Why this role matters :

- This role forms a key part of the Problem Management team who perform non-secure contracts within the organisation.

- The aim of the team is to drive down the overall cost of the service while delivering best in class problem management service (proactive and reactive) and working in accordance with the ISO 20000 standard.

- As part of the team, you will be delivering and managing the end-to-end; day-to-day operation of problem management process. This will be achieved by being the main point of contact for Problem Management ensuring that problems are managed effectively, efficiently and in accordance with any OLAs/KPIs/contractual obligations.

- You will drive and ensure service targets are achieved through owning the lifecycle of all problem records from inception to resolution following problem process and procedures.

- You will be interacting and engaging with internal and external stakeholders at all levels both technical and managerial to drive progression and resolution of problem records in accordance with the process.

What you will be doing :

- As the Problem Manager you will minimise the adverse impact of incidents and problems within the IT infrastructure. The main aim is to stop recurring incidents where possible by working with the key stakeholders to find and address the root cause and ensuring the known errors have been raised and shared with key stakeholders.

Proactive : You will be responsible for carrying out trend analysis on historical incidents and obtaining feedback from stakeholders to identify potential problems and address the root cause where possible.

Reactive : you will review and investigate high level priority incidents that have occurred to mitigate/prevent reoccurrence. As part of this aspect any lessons learnt will also need to be documented and followed through in accordance with the process where applicable.

Key activities and elements of your role include :

a. Customers

- Responsible for keeping customers informed with problem updates both written and verbal to maintain excellent customer relations (which may involve high levels of negotiation/diplomacy skills).

- Strive to improve levels of customer service by driving the BT values.

- Ensuring customer escalations are managed effectively and efficiently leading to increased customer satisfaction.

b. Behaviour

- Act as a role model for new colleagues and peers, keeping it simple, personal and brilliant.

- Be fully aware of the need to safeguard sensitive customer information at all times and in accordance with BT procedures and policies.

- Act in a totally professional and responsible manner at all times being an ambassador for BT.

- Ensure problem records are kept updated in line with business/customer requirements.

- Escalating problems actions in a timely manner to ensure customer expectations are managed effectively.

- Maintain an intimate awareness and understanding of problems allowing effective communication with senior management / customers.

- Responsible for attending and/or arranging and chairing meetings as required.

- Responsible in identifying scope for or items for inclusion in, service improvement plans (SIPs) and review these as appropriate to ensure efficiencies at all times.

- Provide input and support to the business to help achieve strategic objectives.

- You will have a can-do-attitude.

- Support the transition of new customers into the business

- Mitigate/remove barriers to change and truly help bring the business closer together as a single team

- Flexibility may be required in order for the business to function efficiently and to meet its obligations to customers, so you may be required from time to time to undertake duties not specifically referable to your particular position. You will be expected to co-operate with any reasonable request.

c. Reporting

- Responsible for the production and distribution of quality reports and management information as agreed for the accounts (RCA/Operational customer reports/Trending etc.).

- Establish and document process for problem and known error procedures.

- Manage and communicate Service Improvement Plans

d. Relationships

- Responsible for building rapport with internal and external and external stakeholders to build rapport and deliver value to the customer and BT.

- Attending customer service review meetings to enhance relationships.

- Coordinating interfaces between Service Management services such as Capacity, Availability, knowledge, incident, release, security)

e. Training & Coaching

- Responsible for training a delegate to cover for periods of absence and agreeing peer cover with proper handover as required.

- Support, coach, mentor other members of the problem management team to build a learning/sharing culture within the team.

f. New Business

- Support and provide guidance and consultancy into new business proposals.

- Work with Service Introduction team with the engagement and rollout of Acceptance into Service criteria for all new contracts/projects being transitioned into live service as required,

g. Client (Contract) Specific

- (To be added as per Contract specific requirements - updated by individual)

The skills & experience you need :

a. Qualifications

- Qualified to secondary education level, or equivalent professional qualifications or experience.

- ITIL V3 Foundation certification.

- Good network understanding with CCNA (cisco certified network analyst) or other technologies, as appropriate

b. Skills/Knowledge and Experience

- You will have a good understanding of Problem and Incident Management processes.

- You will demonstrate excellent problem solving skills

- You will have practical experience of continuous improvement.

- You will be proficient in the use of Microsoft office application especially, Word, Excel, PowerPoint.

- You will have the ability to analyse datasets to look for potential problems.

- You will possess good inter-personal skills for written, oral and face to face communications.

- You will possess skills in influencing and negotiation.

- You will be resourceful - utilise all tools, expertise and knowledge bases to investigate and resolve problems.

- You will have as a minimum security clearance (and/or is prepared to apply for security vetting as appropriate)

- Must will have proven ability to apply relationship management skills and to be able to build client and stakeholder relationships

- You will approach problem solving with an open mind and explore all possibilities in any given scenario

Mandatory Skills :

- Problem Management/ Handling Problem escalations

- Data Analysis & Reporting

- Stakeholder Management & customer engagement

- Root Cause Analysis

- CCNA Technical Understanding (LAN/WAN/MPLS)

- ITIL Certification (Preferable). Not Mandatory

Other things you need to know :

To protect yourself, your colleagues, our customers and BT, you must follow :

- Our ethics code, The Way We Work;

- The Undertakings code of practice (which contains important rules about BT's promises to Ofcom);

- Our regulatory, fair trading, competition, data protection, environmental and anti-corruption and bribery policies;

- Our security policies;

- Our standards of behaviour policy;

- Our health and safety policy; and

- BT Business continuity management policy framework directive.

You have an important role in maintaining customer trust and helping BT to do business with integrity. Because working ethically is so important you must follow all laws and BT policies and procedures in the course of your employment. If you have any questions or are unclear on what any of our policies mean, just talk to your manager.

You can find all our policies and procedures on the BT intranet (or from your manager) - it's up to you to keep up to date with them, including your mandatory training, and ensure you fully understand what they mean for you in your day-to-day work. If you don- t do this or if you breach any of our policies, you could face disciplinary action, or even dismissal.