Business Response Analyst

Virgin Media; Cambridgeshire and Peterborough; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading telecommunications company in the UK is seeking a Business Response Analyst to provide technical support and resolve network faults for wholesale partners. The role involves monitoring network infrastructure and collaborating with internal teams and field engineers to ensure seamless operation. Ideal candidates will have strong internetworking knowledge and excellent diagnostic skills. This position offers competitive benefits for a fulfilling work-life balance.

Benefits

Comprehensive benefits package

Support for personal wellbeing

Qualifications

• Knowledge of general internetworking and TCP/IP principles.
• Previous experience in a NOC or managed service desk environment.
• Solid working knowledge of WAN, LAN, Fibre Optic and Data Centre environments.
• Demonstrable ability to plan and handle customer-focused change requests.

Responsibilities

• Resolve network faults and provide technical support.
• Monitor network infrastructure and resolve technical issues.
• Work with internal teams and customers for end-to-end support.

Skills

Knowledge of internetworking and TCP/IP

Experience in a NOC or managed service desk

Experience with service improvement initiatives

Solid knowledge of network infrastructure

Understanding of Layer 1 and Layer 2 technologies

Ability to work in a fast-paced environment

Experience with SNMP-based monitoring systems

Proven diagnostic and fault-resolution skills

Job description

What You’ll Do

As a Business Response Analyst you’ll play a key part in resolving network faults and providing technical support to our wholesale partners. You’ll work within agreed Service Level Agreements (SLAs) to keep things running efficiently, be at the heart of our operations‑monitoring network infrastructure, resolve technical issues, and make critical changes that keep our services outstanding. While the role is primarily NOC‑to‑NOC facing, you’ll also work closely with field engineers, customers, and internal teams to ensure end‑to‑end support from our customer solutions right through to our network and platform capabilities. With responsibility for supporting over 350 managed wholesale partners, you’ll bring a proactive mentality and a passion for problem‑solving to deliver high‑quality technical service and support day in, day out!

Qualifications

• Knowledge of general internetworking and TCP/IP principles, and Knowledge of Infinera / Ciena, Transmode systems.
• Previous experience in a NOC or managed service desk environment.
• Experience supporting service improvement initiatives, with a focus on Layer 1 and Layer 2 architecture.
• Solid working knowledge of network infrastructure, including WAN, LAN, Fibre Optic and Data Centre environments.
• Practical understanding of Layer 1 Fibre Optic and Layer 2 switching, as well as understanding associated WAN technologies.
• Demonstrate ability to work efficiently in a high‑demand remote team and fast‑paced environment where effectively prioritising tasks is essential.
• Demonstrated experience using SNMP‑based network monitoring systems such as IBM Netcool, strong written, verbal, and listening interpersonal skills, with a high level of PC literacy across standard business applications.
• Demonstrable ability to plan, handle, and deliver customer‑focused change requests with minimal direction.
• Proven diagnostic and fault‑resolution skills, and a clear track record of resolving sophisticated technical issues. The UK’s fastest broadband network, the nation’s best‑loved mobile brand, and one of the UK’s biggest companies too.

About Virgin Media O2

Diverse, high‑performing teams – jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary‑pushing, customer‑championing values and ambitions. Together, we are Virgin Media O2, and we can’t wait to see what you can do. Accessible, inclusive and equitable for all.

Virgin Media O2 is an equal opportunities employer and we are working hard to remove bias and barriers for our people and candidates. We support and encourage you to be your authentic self throughout your application journey with us. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next Steps

Once you’ve submitted an application, the next steps of the process, if successful, are likely to include a competency‑based interview. 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. 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.