Incident Manager Review

I work on the video conferencing team as an Incident manager. I interact with customers regarding incidents and follow trouble tickets to resolution. I also perform roles as the team coach providing quality monitoring and covering my manager when she is on leave. I also deal with assigning trouble tickets and help with global resource management.

I have so far learnt great skills in how to identify the different learning styles for members of my team as well as recognising my own. This helps me with coaching plans and developing training material. I have also learnt about the different styles of managing a team and looked at the best one that would apply to my team.

I really enjoy it especially the classroom sessions as its nice to meet with the others on the course and purely focus on it for one day as opposed to using time during working hours. Its great my current job gives me the time to do this and I do feel lucky to be able to study whilst working and achieve a qualification.

Very organised. We use smart assessor where we can upload work and pull workbooks etc, speak to our coach, review presentations and useful documents. I also feel supported not only by BT but by Pearson and my coach for the programme Julie. I know my deadlines and what needs to be achieved and where I need to go for help and assistance.

As much as I need. I can always ask for time and having the classroom days is never problem with my travel also paid for. My manager keeps in touch with the programme and always ask me how I ma doing and offers help an advice when I need it.

Not only does Julie keep in touch via email, we also have calls where she asks how everything is and if she can help with anything. She also visits me in the workplace for units to complete and observations. Her classroom sessions are also run really well and I enjoy them.

To be honest at first I already thought I knew a lot about managements but I am already so pleasantly surprised about the different elements I can dig deeper into it, such as the different management styles and also the way in which individuals learn. I have started to adapt these into my role and I can see positive outcomes from doing this, I have also been talking to my team about it and they find it interesting too.

We have a board in the office where people may post about going out for drinks or going on walks so there is that option. I don't know of any networking events but whenever we have higher management in the building we always have the option to join round tables to ask questions and say hello.

Yes

Just an amazing company to work for. I feel grateful every day to be within the role I am and to have such support from an employer. I believe in BT's values and their vision going forward. When I first joined the company I was initially surprised how long everyone had worked here for but then I soon came to understand. I now hope to stay working for BT for the rest of my life. They care about their employees and that makes such a difference.

I would just be honest like I have with this form. This is truly how I feel and would want others to have the same experience and opportunities I have had. I would advise them to check the BT values and their vision and see if its something agree with and want to be part of.