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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, revolutionising 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 help communities thrive.
- Qualifications: 3 A Levels including English & Maths; ITIL Foundation certified; experience in telecoms preferred.
- Other info: We celebrate diversity and support all applicants throughout the recruitment process.
The predicted salary is between 36000 - 60000 £ per year.
CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators.
Job Description
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.
Qualifications
- 3 A Levels as a minimum including English & Mathematics atGCSE 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 careers@cityfibre.com. We want to help!
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Jeopardy & Escalation Analyst employer: CityFibre
Contact Detail:
CityFibre 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 best practices, as this role heavily relies on them. Consider brushing up on your knowledge of Problem Management processes to demonstrate your expertise during discussions.
✨Tip Number 2
Prepare to showcase your experience in managing escalations and Major Incidents. Think of specific examples where you successfully resolved critical issues and how you communicated these effectively to stakeholders.
✨Tip Number 3
Highlight your analytical skills by discussing any previous experiences where you performed root cause analysis or identified trends. This will show your potential to drive continual service improvement at CityFibre.
✨Tip Number 4
Demonstrate your strong communication skills by preparing to explain technical concepts in simple terms. This is crucial for the role, so practice articulating complex ideas clearly and concisely.
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 a telecoms or service provider environment. Use specific examples to demonstrate your skills in stakeholder communication and problem management.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service improvement and your understanding of ITIL frameworks. Mention how your analytical mindset and experience with root cause analysis can contribute to CityFibre's goals.
Showcase Relevant Skills: Clearly outline your ITIL Foundation certification and familiarity with ITSM systems like ServiceNow. Highlight your ability to translate technical issues into non-technical language, as this is crucial for the role.
Research CityFibre: Familiarise yourself with CityFibre's mission and values. Understanding their commitment to diversity, inclusion, and community impact will help you align your application with their culture and demonstrate your enthusiasm for joining their team.
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 have a solid understanding of its principles. Be prepared to discuss how you've applied ITIL practices in previous roles, especially in managing escalations and incidents.
✨Communicate Clearly
As a Jeopardy & Escalation Analyst, you'll need to convey technical issues to non-technical stakeholders. Practice explaining complex concepts in simple terms, and be ready to demonstrate your communication skills during the interview.
✨Showcase Your Analytical Skills
The role requires performing root cause analysis and identifying trends. Prepare examples from your past experiences where you've successfully analysed data to drive service improvements or resolve major incidents.
✨Demonstrate Stakeholder Management Experience
Highlight your experience in coordinating cross-functional teams and leading stakeholder calls. Be ready to share specific instances where you've effectively managed relationships and ensured successful incident resolution.