Incident Resolution Lead - Asset/ site Infrastructure
Permanent
Reading (Hybrid)
MBNL is looking for an Incident Resolution Lead to take charge of the most complex, high‑impact incidents across our shared mobile infrastructure. You’ll be the person who brings clarity, pace, and accountability when issues stall - working closely with suppliers, internal teams, and senior leaders to get services restored quickly and effectively.
Responsibilities of the Incident Resolution Lead include:
• Own complex incidents end‑to‑end, coordinating multiple teams to resolution
• Manage escalations from suppliers and unblock stalled cases
• Ensure incidents are assigned to the right resolver and progressed at pace
• Support backlog reduction and service recovery activities
• Use data to spot trends, support root‑cause analysis, and drive improvements
• Help strengthen processes, governance, and incident‑handling maturity
The successful Incident Resolution Lead will have:
• Experience in incident, service desk, or escalation management
• Strong communication, organisation, and problem‑solving skills
• Ability to stay calm under pressure and drive accountability
• Confidence working with suppliers and cross‑functional teams
• Understanding of mobile telecoms or infrastructure environments
Bonus experience
• Familiarity with Remedy, SiteTracker, or similar tools
• ITIL awareness or certification
If you’re tenacious, collaborative, and motivated by restoring service when it counts, this role offers real impact and strong career progression.