TL;DR

Major Incident Member (Telecommunications): Manage and drive network incident detection and service restoration with an accent on incident communication, ITIL compliance, and stakeholder management. Focus on handling complex incidents, root cause analysis, and continuous improvement of incident response processes.

Location: Ipswich, United Kingdom, hybrid work model with 3 days per week in office

Company

BT Group is a leading UK telecommunications company undergoing a major digital infrastructure transformation including full fibre broadband and 5G investments.

What you will do

  • Drive network incident detection and speed of service restoration
  • Communicate clearly and compliantly with internal and external customers
  • Maintain ITIL standards and comply with statutory controls
  • Champion the Personal, Simple, Brilliant ethos in incident management
  • Manage stakeholders across BT/EE and represent unit interests
  • Fulfil service and incident escalation including out-of-hours callout rota

Requirements

  • Location: Ipswich, UK with hybrid work requiring office presence 3 days per week
  • Experience managing customer-impacting core network failures and complex problem analysis
  • Familiarity with incident management frameworks such as ITIL and escalation procedures
  • Strong interpersonal communication and collaboration skills
  • Ability to remain calm under pressure and make decisions during incidents
  • Commitment to continuous improvement of incident response processes

Nice to have

  • ITIL Foundation qualification
  • In-depth knowledge of BT Core networks and customer markets
  • Understanding of regulatory commitments and quality processes

Culture & Benefits

  • Career progression opportunities
  • BT Pension scheme with employer contributions
  • 22 days annual leave plus bank holidays, increasing with service
  • Health and wellbeing support including mental health and occupational health services
  • Flexible benefits such as cycle to work, healthcare, and season ticket loan
  • Discounts on broadband, mobile, TV packages, and retail