Job Req ID: 60882
Posting Date: 21-Jul-26
Function: Network Engineering
Location: Bellandur, Bengaluru
Salary: Competitive
This role is essential for managing communication between our customer service desk community and our operational teams. As the role holder you will be responsible for managing the life cycle of incidents through appropriate jeopardy and escalation management. Also as part of this function you will be responsible for working with our supplier base to report and manage in life customer incidents that are caused by issues in their network. This will require strong escalation management skills, articulately explaining our requirements with a global supplier base working to achieve our product SLA’s. This is an essential role for keeping our customers informed during service outages and pushing external 3rd parties to resolve incidents in an efficient manner.
• Ensure platform stability and service performance
• Support major incident management and service restoration end-to-end
• Deliver against KPIs, SLAs and operational performance targets
• Drive service improvement through data, RCA and defect management
• Excellent communication skills
• Escalation management through clear and concise communication
• Well organised and understanding process
• 3+yrs relevant experience of global platforms (Optical, IP, Voice) and their operational management
• Excellent communication skills with suppliers, senior stakeholders and customers
• Ability to prioritise and manage competing operational demands
• Proven problem-solving and analytical capability
• Resilient and adaptable in a fast-paced environment
• Collaborative approach across global teams and suppliers
• Strong customer focus and service ownership
At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.
We’re one of the world’s leading communications services companies. At BT Group, the solutions we sell are integral to modern life. Our purpose is as simple as it is ambitious: we connect for good.
There are no limits to what people can do when they connect. And as technology changes our world, connections are becoming even more important to everyday life.
Today, that’s truer than ever. The connections we make are helping solve the world’s biggest challenges such as the global pandemic, climate change and cyber security. Through the power of technology, we’re supporting customers to live, work and play together better.
