Network Engineering Professional

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 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.

What you will be doing (Role Accountabilities)

• 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

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

• Basic understanding 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



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.

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.