Job Description
Incident Analyst / Project Engineer (P4/P5 Incidents)\n\nContract Position\n\nReading (Hybrid working)\n\nMBNL 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.\n\nReporting 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.\n\nTo 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. \n\nWhat you will do:\n\nAnalyse, 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.\nProvide support to Operational Services in managing agreed backlog reduction processes in conjunction with the supplier eco system\nManage and support the supplier ecosystem to assign & escalate incidents to the correct resolver\nProactively 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.\nProvide support to MBNL incident management process\nQuestion the status quo, keep abreast of the external market and use this to drive improvements, continuous improvements and learning What we are looking for:\n\nUnderstanding of Mobile Telecommunications systems architecture\nIncident management and escalation management experience\nAbility to work in a highly pressurised environment\nExcellent communicator with great organisational skills\nStrong knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services.\nBackground of managing, motivating, monitoring, and improving performance of contractors and suppliers.\nExperience of BMC Remedy\nAble to work collaboratively with remotely located, cross-functional teams.
Nice to have:\n\nSafety/quality/compliance knowledge of mobile or fixed network technologies.\nExperience of working in or with a JV organisation"If interested and to know more about the role, please send your CV to me - "\n\nProject People is acting as an Employment Business in relation to this vacancy