Senior Incident Analyst - Telecoms

MBNL is jointly owned by EE and Three, two of the UK's leading and most innovative mobile operators. Since established in 2007 as the industry's first network-sharing joint venture, MBNL has been providing best-in-class mobile infrastructure services to EE and MBNL is jointly owned by EE and Three, two of the UK's leading and most innovative mobile operators. Since established in 2007 as the industry's first network-sharing joint venture, MBNL has been providing best-in-class mobile infrastructure services to EE and Three for serving their tens of millions of customers in the UK. Working at MBNL means being part of a team where you feel connected, valued and supported.

The Role:

MBNL are seeking a Senior Incident Analyst to focus on the delivery of Incident Assurance services by the supplier eco-system to agreed business outcomes and performance targets.

What you can expect to be doing:

• Manage continuous improvement of the methodologies, processes, system controls, capabilities and relationships required for Incident availability and the delivery of service availability including all related forums, communication, and governance control points
• Assurance and support of Ericsson led Emergency Site Restoration, Dead Sites process.
• Ensure and manage Ericsson adherence to the incident management service outlined in the contract and relevant Service Operations Manuals (SOM's), through a Service Assurance framework
• Responsible for assuring and ensuring incidents are recorded accurately in Remedy in terms of event durations and impacts on customer experience
• Assist and resolve cases where mediation is required to ensure correct ownership of tickets, prevent (where possible) senior levels of mediation being required.
• Act as an escalation point for jeopardy management where a resolving agency rests within MBNL
• Prioritise and assist in ensuring effective temporary site and temporary network elements deployed to resolve service impacting issues
• Assist in ensuring that complex process interlocks for incident service between all parties are effective in their design and execution and deliver the correct outcomes
• Accountable for supporting the Service Assurance Team with respect to Ericsson Incident Service Performance Adjustment (SPA) claims process, ensuring clear and concise case data is supplied, supporting the discussions with shareholders, and providing robust challenges to E\ rejects SPA
• Assist and participate in performing Play book and Service Operations Manuals (SOM) and designating Pass/Fails

What we are looking for:

• Understanding of Mobile Telecommunications systems architecture
• Incident management and escalation management experience
• Ability to work in a highly pressurised environment
• Confident communicator with excellent organisational skills
• Ability to work independently as well as being a team player
• Strong knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services.
• Experience of BMC Remedy - Desirable
• Understanding of ITIL

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