Job Description
Own the toughest incidents. Break through blockers. Restore service when it matters most.
The Incident Resolution Lead sits at the heart of MBNL’s Operational Services organisation, playing a critical role in how complex incidents are resolved across the mobile infrastructure estate. Working closely with the Inspection & Maintenance (I&M) supplier and reporting directly to the Senior Manager, this role exists to take ownership of the hardest problems - where coordination, judgement, and persistence make the difference.
Why this role matters
When incidents stall, customers feel it. Suppliers get blocked. Performance drops. This role exists to cut through complexity, restore momentum, and build trust across the organisation.
You won’t just resolve incidents—you’ll help raise the maturity of how incidents are handled across the entire ecosystem. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.
What you’ll be here to do:
You’ll act as the central point of control for complex incident resolution—bringing clarity, pace, and accountability. You’ll:
Case Management & Escalation
* Case-manage a wide range of incidents, from straightforward to highly complex, involving multiple internal and external teams.
* Handle escalation requests from suppliers who are unable to resolve issues internally, coordinating additional support from MBNL or third parties where needed.
* Own incidents end-to-end until resolution—taking responsibility, not just passing work on.
Supplier & Resolver Coordination
* Manage and support the supplier ecosystem to ensure incidents are assigned to the correct resolver within agreed timescales.
* Navigate competing responsibilities across suppliers and third parties—knowing who to influence to get results.
* Support backlog reduction activities, working collaboratively to drive progress and restore service levels.
Insight, Learning & Improvement
* Use incident data and insight to identify trends, support root cause analysis, and feed lessons learned into improvement initiatives.
* Proactively and reactively lead improvements to processes, systems, controls, and governance.
* Contribute to training materials for internal teams and suppliers to improve incident handling maturity.
Continuous Improvement & Leadership
* Challenge the status quo—bringing external insight and fresh thinking into how incidents are managed.
* Actively contribute to forums, communications, and governance structures that improve service availability and ticketing performance.
* Work closely with Operational Services leadership to identify the real causes of underperformance and help design better ways of working.
Who we’re looking for:
You’re someone who stays calm in chaos, communicates clearly, and doesn’t let go of a problem until it’s genuinely solved. You’ll have:
* Experience in a customer-centric incident, service desk, or helpdesk environment (or a motivated graduate ready to build a career in telecoms or infrastructure).
* Understanding or awareness of mobile telecommunications infrastructure.
* Strong experience in incident and escalation management.
* Excellent communication and organisational skills.
* Ability to work effectively in high-pressure environments.
* Tenacity, perseverance, and strong negotiation skills.
* Experience managing and improving contractor and supplier performance.
* Comfortable working across remote, cross-functional teams.
If you also have the following, we’re especially interested in talking to you:
* Experience with BMC Remedy, Site Tracker, or similar tools.
* ITIL awareness or certification.
If you put customers at the core, build trust through action, and want to drive change in one of the most critical parts of operational delivery, this role offers real impact and strong career progression.