Location: PLOT NO II F/1, BLOCK II F, RA, Kolkata, India
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here. We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential. So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT.
Purpose of the role
Ensure positive perception of the problem management process
Continuously improve our capability on problem management provided to our customer
Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis
Communicate and coordinate with concerned parties through the Problem Management process
Prevent re-occurrence of Incidents and minimize the impact of incidents that cannot be prevented
Overlook the Known-error database
Ensure and monitor that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
Maintain problem and task records to ensure that such problems are fully documented within the relevant ing system(s).
Coordinate with the internal Subject Matter Expert (SME) teams to guarantee assigned resources to work on Problems.
Work with stakeholders to agree prioritisation of problems and deliverables associated with specific problems.
Make and drive root cause investigations, problem investigations, Managing RCA between technical teams
Follow up with appropriate SMEs to complete both corrective and improvement actions defined during RCA.
Analysis and ing of incident trend data to identify and eliminate root causes.
Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes.
Support development and monitor implementation progress on permanent solutions
May involve liaising with internal, external and third party suppliers.
Maintain known error database updating with relevant solutions
Production of statistics and s to demonstrate performance of the Problem Management process.
Ensure that agreed service levels are measured and monitored on an ongoing basis
Ensure that the policy and standards for problem management are fit for purpose, current and are correctly implemented.
Contribute to the development and implementation/improvement of policies and procedures.
Provide proactive activities in cooperation with other processes or functions (event, capacity, operations, design, transition)
Follows ITIL framework
Raise risks and provide structured recommendations
Support the development of mitigations and contingency plans
Challenging non-fact based decisions
Quality assures Problem Management output prior to publication for the protection of both BT and the customer.
Minimum bachelor degree and previous problem management working experience Excellent, high level of business English (both verbal and written) ITIL V3 Foundation certificate ITIL v3 Intermediate / Expert preferred COBIT certificate (not mandatory but a plus) Provides great customer experience and support Excellent on manage parallel work streams Team-player attitude Expert on making presentations and present this to wider audience. Excellent communication and Customer care Customer-oriented thinking Willingness to handle difficult situations Act properly and consequently in stressed situations Desire for learning and knowledge sharing Committed for strong documentation Confident Windows and MS Office user
Who is the BT Group We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..