Incident Assurance Manager

Mobile Broadband Network Limited

The Operational Services directorate is accountable for ensuring 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 optimal customer experiences at the lowest cost.

Reporting to the Senior Incident Assurance Manager, this role involves managing the delivery of Incident Assurance services by the supplier ecosystem to achieve business outcomes and performance targets set by EE/BT, Three, and the MBNL AOP. This is a hybrid role requiring a minimum of two days per week in our Central Reading office.

What you will do:

• Manage and proactively drive Service and Site Availability, Incident resolution, ticketing KPIs, and quality issues against contractual obligations and industry benchmarks.
• Identify and contribute efforts to improve methodologies, processes, systems, controls, capabilities, and relationships necessary for service availability.
• Create a high-performing, service-led organization.
• Ensure and manage service providers’ adherence to incident management services outlined in contracts and relevant Service Operations Manuals (SOMs).
• Manage Supplier-led Emergency Site Restoration, Dead Sites process, and Incident lists.
• Ensure incidents are recorded accurately regarding event durations and impacts.
• Manage cases requiring mediation to ensure correct ticket ownership.
• Serve as an escalation point for jeopardy management within MBNL.

What we are looking for:

• Technical understanding of Mobile Telecommunications networks and infrastructure.
• Experience in Telecommunication Operations and/or deployment.
• Incident management and escalation management experience.
• Ability to work under high pressure.
• Strong knowledge of methodologies, processes, and capabilities to deliver top-tier technical and business services.
• Experience building effective relationships and understanding organizational politics to influence stakeholders.
• Excellent communication and organizational skills.
• Experience working with, briefing, and influencing senior stakeholders.

Nice to have:

• Experience managing and collaborating with remote, cross-functional teams.
• Strong safety, quality, and compliance knowledge of mobile or fixed network technologies.
• Experience working in or with a JV organization.

MBNL – building strength through inclusion.

At MBNL, we embrace equality, diversity, and inclusion. We foster an environment where everyone can flourish, promoting innovation and evolving how we work. We support flexible working arrangements to help you balance your career and personal priorities. MBNL is proud to hold the Armed Forces Covenant Gold Award and is Disability Confident accredited.