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- Tasks: Manage critical incidents and ensure efficient service delivery within an ITIL framework.
- Company: Join CityFibre, the UK's largest fibre-only network, transforming digital infrastructure.
- Benefits: Enjoy a competitive salary, performance bonuses, 25 days leave, and wellness initiatives.
- Why this job: Make a real impact on internet connectivity and improve lives across communities.
- Qualifications: A Levels including English & Maths; experience in telecoms or service provider environments required.
- Other info: We celebrate diversity and support all applicants, ensuring everyone feels welcome.
The predicted salary is between 28800 - 43200 £ per year.
CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators.
As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re 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, you\’ll play a pivotal role in acting as an escalation path for Major and Critical Incidents. You\’ll 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.
You’ll receive a competitive salarya 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 translatetechnical troubleshootinginto clear, non-technical language
- ConductRoot Cause Analysis (RCA), Post-Incident Reviews, and identify trends to recommendpreventative actionsand supportcontinual improvement
- Monitor dashboards, analyse data, and provide regularJeopardy and Escalation reporting, while supporting24x7x365 Major Incidentcoverage and maintaining strong internal and external relationships
What you’ll bring to the role
This role focuses on rapid service restoration, stakeholder management, and driving service improvement through Problem Management best practices.
You’ll also have:
- Proven experiencemanaging escalations and Major Incidents in atelecoms / ISP or service provider environment
- Strongcommunicationwith the ability to convey technical issues clearly to non-technical audiences
- Solid understanding ofITSM systems,ITIL Foundationcertified, and familiarity withProblem Managementprocesses
- Analytical mindset with the ability to performroot cause analysis, identify trends, and drivecontinual service improvement
Diversity, Inclusion & Belonging
We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying . We have pledged our commitment to the Armed Forces Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d 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.
- 3 A Levels as a minimum including English & Mathematics atGCSE Level Grade C or above or equivalent.
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 careers@cityfibre.com. We want to help!
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Jeopardy & Escalation Analyst employer: CityFibre Limited
Contact Detail:
CityFibre Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Jeopardy & Escalation Analyst
✨Tip Number 1
Familiarise yourself with ITIL frameworks and Problem Management processes. Understanding these concepts will not only help you in the interview but also demonstrate your commitment to service improvement, which is crucial for the Jeopardy & Escalation Analyst role.
✨Tip Number 2
Brush up on your communication skills, especially in translating technical jargon into layman's terms. This is vital for effectively managing stakeholder relationships and ensuring clear communication during critical incidents.
✨Tip Number 3
Prepare examples of past experiences where you've successfully managed escalations or major incidents. Highlighting your analytical mindset and ability to perform root cause analysis will set you apart from other candidates.
✨Tip Number 4
Research CityFibre's culture and values, particularly their commitment to diversity and inclusion. Showing that you align with their ethos can make a positive impression during the interview process.
We think you need these skills to ace Jeopardy & Escalation Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Jeopardy & Escalation Analyst. Familiarise yourself with key terms like SLA, KPI, ITIL framework, and Root Cause Analysis to demonstrate your knowledge in your application.
Tailor Your CV: Highlight relevant experience in managing escalations and major incidents, particularly in a telecoms or service provider environment. Use specific examples that showcase your communication skills and ability to convey technical issues to non-technical audiences.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service improvement and stakeholder communication. Mention how your analytical mindset and familiarity with ITSM systems align with the role's requirements. Make it personal and show why you want to work for CityFibre.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at CityFibre Limited
✨Understand the ITIL Framework
Familiarise yourself with the ITIL framework, as this role heavily relies on it. Be prepared to discuss how you've applied ITIL principles in past experiences, especially in managing escalations and major incidents.
✨Communicate Clearly
Since you'll need to convey technical issues to non-technical audiences, practice explaining complex concepts in simple terms. This will demonstrate your communication skills and ability to bridge the gap between technical and non-technical stakeholders.
✨Showcase Your Analytical Skills
Be ready to discuss your experience with root cause analysis and how you've identified trends in past roles. Prepare examples that highlight your analytical mindset and how it has led to service improvements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities during major incidents. Think of specific examples where you successfully managed escalations and what actions you took to restore services efficiently.
