Problem Management Sr. Associate

BT Group; Kolkata District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

BT International is seeking a Problem Management Sr. Associate in Kolkata, India, to support service operations and drive issue resolution across sales operations and services.

You will liaise with cross-functional teams, manage incidents, and contribute to reporting and improvement initiatives to align services with client requirements. This role offers exposure to global clients and a chance to influence operational efficiency in a dynamic technology environment.

Responsibilities

• Assists the resolution of Sales Operation processes and service issues by liaising with different teams, and communicating key information to other stakeholders as required.
• Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
• Develops and maintains relationships with suppliers, customers and internal stakeholders.
• Collates data in order to assist with accurate and timely reporting and related insights in respect of key performance metrics.
• Contributes to the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
• Assists the implementation of tactical strategies and improvement plans for Sales Operations.
• Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
• Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

Job description

Job Description

Job Title: Problem Management Sr. Associate

Req ID: 61442

Job Function: Service

Posting Start Date: 24/08/2026

Posting End Date: 31/08/2026

Division: Business

Job Location: DLF IT Park 2

Advertised Salary: Within Range

About the role

The Service Ops. Advisor 3 assists in the operational enablement and readiness of services offerings and capabilities, fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks.

What you’ll be doing

1. Assists the resolution of Sale Operation processes and service issues by liaising with different teams, and communicating key information to other stakeholders as required.
2. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
3. Develops and maintains relationships with suppliers, customers and internal stakeholders.
4. Collates data in order to assist with accurate and timely reporting and related insights in respect of key performance metrics.
5. Contributes to the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
6. Assists the implementation of tactical strategies and improvement plans for Sales Operations.
7. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
8. Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

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 our data, drive our digital transformation and keep our 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.