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- Tasks: Manage escalations and incidents, ensuring efficient service delivery and communication.
- Company: Join CityFibre, the UK's largest fibre-only network, driving digital innovation.
- Benefits: Enjoy hybrid working, competitive salary, performance bonuses, and 25 days annual leave.
- Why this job: Be part of a green, reliable network that supports communities and economic growth.
- Qualifications: 3 A Levels including English & Maths, ITIL certification, and experience in telecoms.
- Other info: Diversity is key; we welcome applicants from all backgrounds and offer support.
The predicted salary is between 36000 - 60000 £ per year.
This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 2 days a week. As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for digital infrastructure. Designed from scratch for the internet, our network is greener, more reliable, and future-ready. The products we provide lead the market on speed, value, and service, helping businesses innovate, supporting communities, and driving economic growth.
In this role, you will act as an escalation path for Major and Critical Incidents, ensuring SLA/KPI targets are met and services are delivered efficiently within an ITIL framework. It’s an excellent opportunity for experienced individuals passionate about service improvement and stakeholder communication. You’ll receive a competitive salary, performance bonus, and benefits supporting your wellbeing.
Key responsibilities include:
- Communicating proactively and reactively with customers during incidents
- Coordinating cross-functional teams and leading stakeholder calls
- Conducting Root Cause Analysis (RCA) and Post-Incident Reviews
- Monitoring dashboards, analyzing data, and providing incident reports
What you’ll bring:
- Experience managing escalations and Major Incidents in telecoms/ISP environments
- Strong communication skills
- ITSM systems knowledge
- ITIL Foundation certification
- Analytical skills for problem management
Diversity & Inclusion: We’re committed to equality, endorsed by WORK180, and a Disability Confident Employer. We promote a culture where everyone feels valued and included.
What we offer: Support for your career growth, 25 days annual leave, special days off, wellbeing initiatives, private medical insurance, and family-friendly policies.
Qualifications include:
- Minimum of 3 A Levels including English & Mathematics at GCSE Grade C or above
- ITIL V3/V4 Foundation
- Knowledge of ITSM systems, OSS, and ServiceNow
We welcome applicants from all backgrounds. For support or adjustments, contact us at careers@cityfibre.com. Note that a valid work permit is required if you are not a passport holder of the UK.
Jeopardy & Escalation Analyst employer: CityFibre
Contact Detail:
CityFibre Recruiting Team
careers@cityfibre.com
StudySmarter Expert Advice 🤫
We think this is how you could land Jeopardy & Escalation Analyst
✨Tip Number 1
Familiarise yourself with the ITIL framework, as this role heavily relies on it. Brush up on your knowledge of incident management processes and how they apply to telecoms and ISP environments.
✨Tip Number 2
Highlight your experience in managing escalations and major incidents during networking events or informal meet-ups. Networking can lead to valuable connections that might help you get noticed by CityFibre.
✨Tip Number 3
Prepare for potential interview questions by practising your responses to scenarios involving stakeholder communication and cross-functional team coordination. This will demonstrate your readiness for the role.
✨Tip Number 4
Stay updated on the latest trends in digital infrastructure and fibre networks. Showing your passion for the industry during discussions can set you apart from other candidates.
We think you need these skills to ace Jeopardy & Escalation Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing escalations and major incidents, particularly in telecoms or ISP environments. Use specific examples that demonstrate your strong communication skills and analytical abilities.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service improvement and stakeholder communication. Mention how your background aligns with the responsibilities of the Jeopardy & Escalation Analyst role and why you want to work for CityFibre.
Highlight ITIL Knowledge: Since the role requires ITIL Foundation certification, ensure you mention this prominently in your application. Discuss any relevant training or experiences that showcase your understanding of ITIL frameworks and how you've applied them in past roles.
Showcase Analytical Skills: Provide examples of how you've conducted Root Cause Analysis (RCA) and Post-Incident Reviews in previous positions. Highlight your ability to monitor dashboards and analyse data to improve service delivery.
How to prepare for a job interview at CityFibre
✨Understand the ITIL Framework
Since the role involves working within an ITIL framework, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've applied ITIL principles in past roles, especially in managing escalations and incidents.
✨Showcase Your Communication Skills
As a Jeopardy & Escalation Analyst, strong communication is key. Prepare examples of how you've effectively communicated with stakeholders during critical incidents. Highlight your ability to convey complex information clearly and concisely.
✨Demonstrate Analytical Thinking
The role requires strong analytical skills for problem management. Be ready to discuss specific instances where you've conducted Root Cause Analysis (RCA) or provided incident reports. Use data to back up your claims and show how your analysis led to service improvements.
✨Familiarise Yourself with CityFibre's Values
Research CityFibre's mission and values, particularly their commitment to diversity and inclusion. Be prepared to discuss how you align with these values and how you can contribute to a culture where everyone feels valued and included.