Remote IT Outage Dispatcher – High Paced, Shift Work

About the Company

BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. Our main activities are in the UK, where we provide 28 million lines, 10 million broadband connections, and 16 million mobile connections. We are at the forefront of innovation, connecting people and businesses, and our purpose is to use the power of communications to make a better world.

Job Description

We are seeking a highly motivated and resilient Remote IT Outage Dispatcher to join our dynamic team. This critical role involves working in a fast-paced environment, managing and coordinating responses to IT service outages. As a dispatcher, you will be the central point of contact, ensuring rapid communication, efficient resource allocation, and meticulous documentation during critical incidents. This is a 100% remote position, requiring a dedicated home office setup and the ability to thrive in shift-work patterns, including evenings, weekends, and public holidays, to ensure 24/7 operational coverage. You will play a vital role in minimizing downtime and maintaining service continuity for our extensive customer base.

Key Responsibilities

• Monitor IT infrastructure for alerts and reported outages, accurately logging all incidents.
• Act as the primary point of contact for incoming IT outage reports via various channels (phone, email, monitoring tools).
• Assess the urgency and impact of IT incidents, prioritizing them according to established protocols.
• Dispatch and coordinate appropriate technical teams (on-site, remote, third-party) to address outages efficiently.
• Maintain constant communication with affected stakeholders, providing timely updates on incident status and resolution.
• Document all actions, communications, and resolution steps meticulously within the incident management system.
• Escalate critical incidents to senior management as per predefined procedures.
• Collaborate with IT support, network operations, and other relevant departments during incident resolution.
• Contribute to post-incident reviews to identify areas for process improvement.
• Adhere to strict service level agreements (SLAs) and operational procedures.

Required Skills

• Excellent verbal and written communication skills with a clear and concise manner.
• Proven ability to remain calm and effective under pressure in high-stress situations.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Basic understanding of IT terminology and concepts (e.g., networks, servers, applications).
• Proficiency in using incident management or ticketing systems.
• Demonstrated problem-solving capabilities and attention to detail.
• Reliable high-speed internet connection and a dedicated, quiet home workspace.

Preferred Qualifications

• Previous experience in a dispatch, call center, or command center environment, preferably in an IT or technical field.
• Experience with IT monitoring tools and dashboards.
• Familiarity with ITIL foundations or other IT service management frameworks.
• Ability to work flexible shifts, including nights, weekends, and holidays.

Perks & Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and dental insurance plans.
• Generous paid time off and holiday allowance.
• Company pension scheme with employer contributions.
• Extensive training and development programs.
• Employee discount on BT products and services.
• Access to a wide range of employee assistance programs.
• Opportunities for career advancement within a global organization.

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