Service Monitoring Analyst (Multiple)

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The purpose of the Service Experience Management Team is clear. We run and proactively drive improvements in our services 24/7, with customer experience at the heart of everything we do.

We provide support for any cellular issues that occur across the O2 UK network and own the operational management of any service issues across multiple 3rd party suppliers. It’s the role holder’s responsibility to ensure a fast and effective resolution within predefined SLA’s.

Your Role

You will provide 2nd and 3rd line technical support to customers/partners. This will include helping to resolve high priority incidents and continually looking for ways to improve the services we provide.

RESPONSIBILITIES

Proactive & Reactive monitoring of O2’s Radio network and servicesTechnical understanding of the O2 mobile network and the services that sit across thisManaging vendors and key stakeholdersSupporting service usersSupport the 24/7 NMC operational reporting structure

Key Skills and Experiences Required

Previous working experience in a technical support roleMobile/telecommunications experience (network tools)Service monitoring experienceExperience with Fault management, incident reporting and escalationsEffective vendor and key stakeholder managementDrive to learn new technologies

Essential Qualifications

Not required , must have mobile/telco background

This role is working on a 6 week shift rota, days and nights.

To apply please click the APPLY button.