Jeopardy & Escalation Analyst
| Dyddiad hysbysebu: | 26 Mehefin 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 26 Gorffennaf 2025 |
| Lleoliad: | Irlam, Manchester |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | CityFibre Holding Ltd |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | REF3609X |
Crynodeb
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 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 salary a 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 translate technical troubleshooting into clear, non-technical language
Conduct Root Cause Analysis (RCA), Post-Incident Reviews, and identify trends to recommend preventative actions and support continual improvement
Monitor dashboards, analyse data, and provide regular Jeopardy and Escalation reporting, while supporting 24x7x365 Major Incident coverage 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 experience managing escalations and Major Incidents in a telecoms / ISP or service provider environment
Strong communication with the ability to convey technical issues clearly to non-technical audiences
Solid understanding of ITSM systems, ITIL® Foundation certified, and familiarity with Problem Management processes
Analytical mindset with the ability to perform root cause analysis, identify trends, and drive continual 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 at GCSE 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!
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 salary a 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 translate technical troubleshooting into clear, non-technical language
Conduct Root Cause Analysis (RCA), Post-Incident Reviews, and identify trends to recommend preventative actions and support continual improvement
Monitor dashboards, analyse data, and provide regular Jeopardy and Escalation reporting, while supporting 24x7x365 Major Incident coverage 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 experience managing escalations and Major Incidents in a telecoms / ISP or service provider environment
Strong communication with the ability to convey technical issues clearly to non-technical audiences
Solid understanding of ITSM systems, ITIL® Foundation certified, and familiarity with Problem Management processes
Analytical mindset with the ability to perform root cause analysis, identify trends, and drive continual 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 at GCSE 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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