Incident Analyst - P4/P5 Incidents

Incident Analyst - P4/P5 Incidents

Contract - 9 months

Reading - Hybrid working

MBNL deliver and manage the mobile infrastructure that enables digital Britain. This is achieved by providing Transmission, Infrastructure Assurance and Tower and Operational Services to EE/BT and Three. The Operational Services directorate is accountable for ensuring the network sites are always accessible and available. It undertakes the operation, enablement, and management of the network infrastructure to enable EE/BT and Three to deliver their best customer experiences at the lowest cost.

Reporting to the Senior Incident Assurance Manager the Incident Analyst will relentlessly manage the delivery of Incident Assurance services by the supplier ecosystem to achieve agreed business outcomes and performance targets set by EE/BT, Three and the MBNL AOP.

To work with all levels in the supplier ecosystem, EE/BT, Three and MBNL to create a high performing, service-based organisation and maximise the value MBNL creates for its Shareholders. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.

Responsibilities of the Incident Analyst include:

• Analyse, manage and proactively drive Incident resolution (P4/P5), management, ticketing KPI's and quality issues against contractual obligations from the entire ecosystem, including those which may have exceeded targets.
• Provide support to Operational Services in managing agreed backlog reduction processes in conjunction with the supplier eco system
• Manage and support the supplier ecosystem to assign & escalate incidents to the correct resolver
• Proactively and reactively identify and own initiatives which will continuously improve the methodologies, processes, systems, controls, capabilities and relationships required to deliver services availability and ticketing metrics.
• Provide support to MBNL incident management process
• Question the status quo, keep abreast of the external market and use this to drive improvements, continuous improvements and learning

The successful Incident Analyst will have:

• Understanding of Mobile Telecommunications systems architecture
• Incident management and escalation management experience
• Ability to work in a highly pressurised environment
• Excellent communicator with great organisational skills
• Strong knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services.
• Background of managing, motivating, monitoring, and improving performance of contractors and suppliers.
• Experience of BMC Remedy
• Able to work collaboratively with remotely located, cross-functional teams.

Nice to have:

• Safety/quality/compliance knowledge of mobile or fixed network technologies.
• Experience of working in or with a JV organisation

To apply for the Incident Analyst, please send your CV to caroline.kennedy@projectpeople.com

Project People is acting as an Employment Business in relation to this vacancy.