Jeopardy & Escalation Analyst
Jeopardy & Escalation Analyst
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Job Description
This hybrid role offers a great balance of home and office working. Youll join your colleagues in your local office at least 2 days a week.
As the UKs largest fibre-only network and its only proven wholesale challenger were busy setting new standards for what digital infrastructure can and should be.
Designed from scratch for the internet our network is greener more reliable and ready for the future. The products we provide over it not only lead the market on speed value and service they help businesses to innovate provide entire communities with a better foundation for their digital lives and support economic growth locally and nationally.
What does that mean for you The opportunity to make internet connections (and daily life) a whole lot better for a lot of people!
Joining us as a Jeopardy & Escalation Analyst
As a Jeopardy and Escalation Analyst youll play a pivotal role in acting as an escalation path for Major and Critical Incidents. Youll ensure SLA/KPI targets are met and services are delivered efficiently within an ITIL framework. This is an excellent opportunity for an experienced individual with a passion for service improvement and stakeholder communication.
Youll receive a competitive salary a performance related bonus and a range of benefits to support you across your financial physical and mental wellbeing.
This is some of what you can expect to be doing:
- Proactively and reactively communicate with customers throughout the lifecycle of higher level and critical incidents
- Coordinate cross functional teams lead stakeholder calls and translate technical troubleshooting into clear non-technical language
- Conduct Root Cause Analysis (RCA) Post-Incident Reviews and identify trends to recommend preventative actions and support continual improvement
- Monitor dashboards analyse data and provide regular Jeopardy and Escalation reporting while supporting 24x7x365 Major Incident coverage and maintaining strong internal and external relationships
What youll bring to the role
This role focuses on rapid service restoration stakeholder management and driving service improvement through Problem Management best practices.
Youll also have:
- Proven experience managing escalations and Major Incidents in a telecoms / ISP or service provider environment
- Strong communication with the ability to convey technical issues clearly to non-technical audiences
- Solid understanding of ITSM systems ITIL Foundation certified and familiarity with Problem Management processes
- Analytical mindset with the ability to perform root cause analysis identify trends and drive continual service improvement
Diversity Inclusion & Belonging
Were a Times Top 50 Employer for Gender Equality. Were endorsed by WORK180 and were a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and were a Disability Confident Employer. Working together with our Employee Networks were wholly committed to ensuring that our peoples voices are heard and that everyone feels a sense of belonging and pride to be a part of CityFibre. If youd like to explore our culture and values check out The CityFibre Way.
What you can expect from us
We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave a day off on your birthday a day off to support a charity or organisation of choice a range of wellbeing and savings initiatives including private medical insurance and supportive family friendly and menopause policies.
Qualifications :
- 3 A Levels as a minimum including English & Mathematics at GCSE Level Grade C or above or equivalent.
- ITIL V3/V4 Foundation
- Knowledge of ITSM systems
- Awareness of OSS system
- ServiceNow
Additional Information :
We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed starting with our recruitment process. No matter your background family or carer status ethnicity sexual orientation religion age disability gender or gender identity we welcome your application. If you need any support or reasonable adjustments throughout the application process please email us at We want to help!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
