Incident Manager Professional - Spanish/Portuguese

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)

• Initiate and lead Business Critical Incident Management calls (Bridge calls), gathering required resources to remediate the issue as quickly as possible.

• Aid troubleshooting – asking obvious questions to technical engineers to aid service restoration.

• Provide business impact updates to stakeholders and leadership as required (in verbal and written form).

• Prepare customer facing communications for status updates and incident reports, Collect relevant incident related information and its timeline.
• Manage updates to tickets on SNOW within stablished SLAs.

• Capture Incident details and update all necessary tools and documents.
• Provide required notifications and updates on all Business-Critical Incidents within established service levels.
• Participate in Postmortem meetings and work with Problem/ Change Managers and other stakeholders to drive technical teams to define root cause.
• Coordinate with support leaders and technical experts to ensure swift resolution of Business-Critical Incidents.

• Manage vendors / suppliers – ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration of service.
• The individual should be able to act as team lead when performing within the function, collaborating with the wider BT team, and taking initiative.
• The Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all incidents to mitigate impact and reduce the Mean Time to Restore Service.

What you’ll need to succeed (Skills & Experience)

Soft skills:

• Ability to meet the customers’ needs in line with business requirements
• Ability to find the root cause of problems and focus on quick and effective resolution
• Focusing on objectives and required outcome of processes
• Excellent communication and customer care skills - Communicating efficiently while adapting to your audience and get clear message across

Professional skills:

• At least 2 years of experience in IT environment
• Basic understanding of networking technologies WAN/MPLS/LAN/WLAN/Voice is a must

Language skills:

• English on a fluent level is a must
• Spanish/Portuguese on conversational level is also required advantage

BT Group’s Behaviours

Customer First

Prioritize customer needs in every decision and action.

Challengers

Challenge the status quo and bring innovative ideas to life.

Committed

Own outcomes and deliver with integrity.

Clear

Communicate openly and simply, ensuring alignment.

Connected

Collaborate across teams to achieve shared goals.

Our Package

• Attractive salary

• Cafeteria package - HUF 600,000/ year

• Performance-based bonus

• Company car or car allowance

• Comprehensive private health care package for all the employees, which can be extended to family members

• Nursery support for mothers returning from maternity

• Extended paternity leave: 10+10 day fully paid days

• Commuting allowance

• Home office allowance

• Employee discount opportunities

Flexibility:

• Family-friendly culture

• Smart working approach (hybrid working model, 3 together, 2 wherever)