Incident Analyst
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 this role 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.
What you will do:
Analyse, manage and proactively drive Incident resolution, 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
What we are looking for:
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
MBNL - building strength through inclusion. At MBNL we embrace equality, diversity, and inclusion. People are at the heart of everything we do and collectively we strive to create an environment where everyone can flourish. By fostering an inclusive environment, we are championing each other's uniqueness. Inclusion & Diversity within MBNL will unlock innovation and continue to evolve how we work, to help us deliver world class infrastructure for our Shareholders and their customers. We will work creatively to offer flexible working arrangements, (like non-standard hours, part-time, remote working). We want to support you to build your career without sacrificing your personal priorities.
MBNL are proud recipients of the Armed Forces Covenant Gold Award, and Disability Confident accredited.
Project People is acting as an Employment Business in relation to this vacancy
