Business Response Analyst

Hybrid in Slough·Added 10 days ago (last checked 30 Oct)

Virgin Media O2

223 open roles

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Our summary

Work mode: Hybrid, Slough

Skills

Nice to have

ITIL

Pay & benefits

What you'll get

Working at O2 Business, you'll get a rewards package that is designed to support both you and your loved ones, making sure that you're covered no matter what life throws your way.

The role

Join O2 Business as a Business Response Analyst and play a pivotal role in keeping customers connected through the effective resolution of complex service issues. Acting as a key escalation point, you'll use your technical expertise to diagnose, troubleshoot and resolve incidents while helping to maintain exceptional service standards across a broad range of business solutions.

Working within the Centre of Excellence in Peterborough, you'll collaborate with operational, technical and third-party teams to manage incidents, support proactive service monitoring and identify opportunities to improve service performance. This is an exciting opportunity for someone who enjoys solving technical challenges, influencing positive customer outcomes and supporting the development of others through knowledge sharing and collaboration.

The must haves

In order to be considered, you must have the following experience:

• Proven experience troubleshooting managed WAN/LAN environments and associated network technologies

• Strong networking knowledge with the ability to diagnose complex technical issues

• Experience using CLI tools for troubleshooting and fault resolution

• Familiarity with monitoring platforms, ticketing systems and ITIL-based service management processes

• Excellent communication skills with the ability to engage technical and non-technical stakeholders

The other stuff we are looking for

We'd also love you to bring:

• CompTIA Network+ and/or Cisco CCNA certification

• Experience supporting Cisco or Juniper networking technologies

• Experience mentoring or supporting more junior colleagues

• Strong analytical and problem-solving abilities

• A customer-focused mindset with the ability to remain calm and prioritise effectively under pressure

*Attendance is required at our Peterborough office 2 days a week (typically Weds/Thurs). A move towards 5 days a week in the office is anticipated.

Hiring process

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

About Virgin Media O2

Virgin Media O2 is a converged telecommunications company formed by the coming together of Virgin Media and O2, offering broadband, mobile, phone and home services. The company combines 45.8 million broadband, mobile, phone and home subscribers and employs 16,000 people.

Its products include bundled broadband and mobile plans under the Volt brand, which pair boosted broadband speeds (up to 1Gbps) with double mobile data on eligible O2 Pay Monthly plans, alongside roaming benefits across European and worldwide destinations.

Industry: Telecommunications
Employees: 16,000
In the UK: Reading

In their own words

About the company & team

O2 Business is our new focused, digital‑first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next‑generation fixed and mobile infrastructure, the new entity will offer a broader portfolio of best‑in‑class solutions - including cloud‑based communication tools, voice and contact centre offerings, and 5G private networks - supported by a culture that prioritises in‑office collaboration, with our teams generally working together on site five days a week.

All open roles at Virgin Media O2