Problem & Escalation Analyst

Full time
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1,001-5,000 employees
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Please note in this role you will be required to be on call (1 in 8 weeks approx.)

Our goal at CityFibre is to unlock the digital potential of Britain by creating a broadband network that works seamlessly for everyone, every day. Powerful, gigabit-speed connections that enable people across entire communities to enjoy life in full flow. To do this, we make sure that our people’s voices are heard, their ideas are welcomed, and everyone is given the opportunity to make a real impact.

We encourage change, have a challenger mindset, foster innovation and nurture a welcoming, inclusive and supportive community. In this environment we allow you to bring your best-self to work every day, helping you to achieve your goals, grow your career and reach your full potential.

We’re a Times Top 50 Employer for Gender Equality; are endorsed by WORK180; have pledged our commitment to the Armed Forces Covenant; and are a Disability Confident Employer. Working together with our Employee Networks, we’re committed to changing the industry for everyone.

What you can expect from us

Everyone at CityFibre has an important part to play, and we reflect that in our benefits. With a competitive salary depending on experience, when you join us, you’ll also enjoy 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, a performance-related bonus scheme, and private healthcare.

We believe we deliver our best when we work together. It’s the way we do things, trusting and giving our people the autonomy to manage their own day-to-day, promoting wellbeing, whilst still prioritising time together with our colleagues to connect, collaborate and share our ideas.

How you’ll change it up

Our Problem & Escalation Analyst is an integral part of our team, ensuring we restore normal service operation as quickly as possible, minimising any adverse effect on our customers business operation. It is essential that you can negotiate suitable outcomes to mitigate service risks in order to achieve the most favourable outcome.

Day to day, this is some of what you can expect to be doing:

  • Act as an escalation point for high-priority incidents, swiftly resolving customer issues and leading cross-functional teams.
  • Conduct Post Incident Review meetings, providing incident and root cause analysis reports, and contributing to continual improvement.
  • Communicate technical information and troubleshooting steps to internal and external stakeholders in a non-technical manner.
  • Issue high-priority communications to customers and internal stakeholders regularly.
  • Collaborate with Service Managers and the Technical Service Centre to ensure consistent customer satisfaction and support business growth.
  • Build and maintain effective relationships with colleagues, customers, and third parties, and provide feedback to improve overall processes.

What you’ll bring to the role

You’ll also bring the following with you:

  • Experience of managing escalations or major incidents
  • Excellent communication skills
  • Knowledge of ITSM platforms
  • Strong competency using Microsoft Office
  • Ability to integrate information from multiple sources in order to anticipate issues, come up with solutions, and resolve the problem

We’re looking for people who don’t settle for ‘good enough’ and push things forward. If you’ve just found yourself thinking, ‘I’d love to do this’, we want to hear from you. Let’s change it up.

Diversity, Inclusion and Belonging

Our people have a wide range of experiences and perspectives – and it’s this diversity of thought that makes us who we are.

CityFibre is working hard to change up the telecoms industry. This means we’re committed to providing equal opportunities to people from all backgrounds and commitments, including your carer and family status, ethnicity, sexual orientation, religion, age, disability, gender and gender identity. We’re also offering training programmes and placement opportunities to support the skilled, career changers, service-leavers, and returning workers to become part of our teams.

If there’s any additional support or adjustment you require in the application process to help you achieve your best, please get in touch by emailing We’re here to support you in changing up your career.