Business Response Analyst - O2 Business

Virgin Media O2; Peterborough; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Virgin Media O2 is seeking a Business Response Analyst in Peterborough to resolve complex service issues and act as an escalation point. You will diagnose and troubleshoot incidents across a broad range of business solutions while collaborating with cross‑functional teams.

In this role you’ll support proactive monitoring, contribute to service improvements, and mentor colleagues. Attendance at the Peterborough office is required part‑time, with potential for extended office presence.

Qualifications

• Must have proven experience troubleshooting managed WAN/LAN environments and related network technologies.
• Strong networking knowledge 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.
• Excellent communication skills for technical and non‑technical stakeholders.
• Certifications such as CompTIA Network+ and/or Cisco CCNA are desirable.
• Experience mentoring or supporting junior colleagues is a plus.
• Analytical mindset with customer‑focused approach under pressure.

Skills

WAN/LAN troubleshooting

Networking expertise

CLI troubleshooting

Monitoring platforms

ITIL service management

Communication skills

Mentoring

Analytical thinking

Customer focus

Certifications (CCNA/Network+)

Job description

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.

Who we are

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.

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.

What's in it for you

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.

Next steps

All roles require a criminal record check and some roles need a financial probity check.