Incident Assurance Manager

Incident Assurance Manager

Job ID

PERM002892ML

Department

Details

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 involve relentlessly managing 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. This is a hybrid role with a minimum of two days per week in our Central Reading office.

What you will do:

1. Manage and proactively drive Service and Site Availability and Incident resolution and ticketing KPI’s and quality issues against contractual obligations and industry benchmarks.
2. Identify and contribute efforts which will improve the methodologies, processes, systems, controls, capabilities, and relationships required to deliver service availability.
3. Create a high performing, service-led organisation.
4. Ensure and manage service providers in adherence to the incident management service outlined in the contract and relevant Service Operations Manuals (SOM’s).
5. Manage Supplier led Emergency Site Restoration, Dead Sites process and Incident lists.
6. Assure and ensure incidents are recorded accurately in terms of event durations and impacts.
7. Manage cases where mediation is required to ensure correct ownership of tickets.
8. Be an escalation point for jeopardy management where a resolving agency wrest within MBNL.

What we are looking for:

1. Technical understanding of Mobile Telecommunications networks and infrastructure.
2. Experience in Telecommunication Operations and/or deployment.
3. Incident management and escalation management experience.
4. Ability to work in a highly pressurised environment.
5. Strong knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services.
6. Experience of building deep, effective relationships and an understanding of organisational politics. An ability to use these to socialise and influence stakeholders.
7. Excellent communicator with exceptional organisational skills.
8. Experience of working with, briefing, and influencing senior stakeholders.

Nice to have:

1. Experience of managing and collaboratively working remotely located, cross-functional teams.
2. Strong safety/quality/compliance knowledge of mobile or fixed network technologies.
3. 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.

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