Incident Manager Professional - Spanish/Portuguese
#1 MOST LOVED - ENTERPRISE COMPANIESSenior Service Desk Analyst with Italian
HUN Budapest ONE
#2 BEST WORKPLACE CULTURENetwork Engineering Professional
Budapest, HU
#2 BEST WORKPLACE CULTURE#1 MOST LOVED - ENTERPRISE COMPANIES#1 BEST WORK-LIFE BALANCEJob Description
About BT
BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.
Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.
About the role
This role sits within BT International Operations – Escalation Management, a business-critical function responsible for protecting customer services and maintaining operational stability through effective incident and escalation management. The team safeguards business-critical services through decisive incident leadership, stakeholder engagement, and customer-focused service recovery, minimising disruption and business impact. We strive to deliver operational excellence, strengthen customer trust, and ensure service reliability by driving the swift resolution of high-impact incidents while continuously developing frontline operational capability.
What you will be doing (Role Accountabilities)
