Network Incident Response Analyst - Hybrid

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

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.