Business Response Analyst – O2 Business

Overview

In this role, you will act as a key escalation point to diagnose, troubleshoot, and resolve complex service incidents, ensuring high service levels for a range of business solutions. You’ll work from the Centre of Excellence in Peterborough, collaborating with cross-functional teams to manage incidents, monitor services, and drive performance improvements. The position offers the chance to solve technical challenges, influence customer outcomes, and mentor colleagues through knowledge sharing. This is a hands-on, impact-focused opportunity in a modern, collaborative environment.

Responsibilities

• Diagnose, troubleshoot and resolve incidents to maintain service standards
• Escalate complex issues to appropriate teams and coordinate resolutions
• Collaborate with operational, technical and third-party teams on incident management
• Support proactive service monitoring and incident detection
• Identify opportunities to improve service performance and customer outcomes
• Mentor or share knowledge with junior colleagues
• Engage with technical and non-technical stakeholders to communicate status and impacts
• Contribute to a culture of continuous improvement and collaboration

Key requirements

• Proven experience troubleshooting managed WAN/LAN environments and related network technologies
• Strong networking knowledge with 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 to engage technical and non-technical stakeholders

• Excellent communication
• Analytical and problem-solving abilities
• Customer-focused mindset
• WAN/LAN troubleshooting
• Networking technologies
• CLI tools

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