Field Services Incident Manager (shift based)

Network Maintenance · London, London, City of
Department Network Maintenance
Employment Type Full-Time
Minimum Experience Manager/Supervisor

Hi there! Thanks for stopping by our job advert.


We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.


We are passionate and love working with local communities … the clue is in our name.  We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.


We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:


  • We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
  • We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
  • We have deployed our 100% full fibre network to over 400,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.


We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.


Job purpose:


We are continuing to grow rapidly and to support the next stage of our growth we require an additional role of Incident Manager to work as a fundamental team member within our Field Services team. The candidate would ideally have experience in elements of a FTTx network, showcasing technical and professional experience to our customers as well as internally to support and grow the team within the business.


What you’ll be doing:


  • Responsible for receiving outage notifications from NOC, initial triage and then dispatch of FS teams (initially service recovery, and then other) plus desk-based troubleshooting
  • Comparison of pattern of failure with schematics to deduce likely fault areas and instructions to field crew,
  • Monitoring of affected customer status using outage console
  • Updating of Zendesk tickets, re-provisioning of customers when required, liaison with NOC if NOC intervention/escalation required, SMS messages, submission of inventory changes as consequence of remediation work


Working Conditions


    • Initial training will be conducted Monday to Friday 0900-1730. You will be required to move into a shift pattern on successful completion of training. This will also include evenings and weekends.


    Qualifications and Experience


    • Thorough working knowledge of a fibre network build through significant job experience and training on site.
    • Network Operations experience desirable
    • Fibre Planning experience desirable
    • Experience of OTDR testing/ability to interrogate test results.
    • Experienced in Fault finding.
    • Experience within Telecommunications 1st and 2nd
    • Excellent IT skills
    • Experience of managing teams and effectively managing performance.
    • Experience and qualifications in NRSWA.
    • BT Accredited splicing qualification.
    • Ability to demonstrate understanding of Construction Design Management (CDM) and the Health & Safety requirements incumbent with such tasks.


    Why join us:


    • You get to work with some of the best technology in the market
    • Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
    • We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
    • Birthday leave, our treat to you
    • Keen cyclist, join our cycle to work scheme
    • Flexible WFH policy
    • Enjoy the perks of Vitality health
    • You get to work with an amazing bunch of people


    What happens next:


    You’ve done your bit so sit back and relax, we will review your application and come back to you.

    If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.


    Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs


    We are an Armed Forces friendly organisation.

    We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

    Thank You

    Your application was submitted successfully.

    • Location
      London, London, City of
    • Department
      Network Maintenance
    • Employment Type
      Full-Time
    • Minimum Experience
      Manager/Supervisor