Job Description

This role is primarily remote, with the expectation that you will collaborate in person with colleagues at your local office at least once per month.


As the UK's largest fibre-only network, and its only proven wholesale challenger, we're busy setting new standards for what digital infrastructure can and should be.


Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.


What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!

Joining us as a Network Problem Manager

The role of the Network Problem Manager is to lead root cause investigations, drive permanent fixes, and improve network stability across our services. You'll work within an ITIL framework to reduce recurring issues, support major incidents, and deliver service excellence for our customers.


You'll receive a competitive salary

,

a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.


This is some of what you can expect to be doing:

Manage the full lifecycle of network-related problems, including root cause analysis, resolution, and continuous improvement through structured governance and reporting Lead cross-functional teams to implement permanent fixes, reduce incident recurrence, and enhance overall network stability Collaborate with internal teams, service managers, and third-party providers to align on problem resolution and drive customer satisfaction Support major incident management and service improvement initiatives, ensuring clear communication and a customer-centric approach throughout

What you'll bring to the role

You'll bring strong analytical thinking, clear communication, and a collaborative mindset to lead root cause investigations, solve complex network issues, and drive meaningful service improvements. You'll also have:

Experienced in resolving complex network issues using structured Problem Management practices, including RCA, trend analysis, and preventative planning Skilled in analysing data from multiple monitoring sources and OSS tools to identify root causes and support fault resolution Proficient in ITSM platforms for managing Problem Records, tracking actions, and generating insightful reports and dashboards Strong communicator with a proven ability to build cross-functional relationships and present technical findings clearly to varied stakeholders

Diversity, Inclusion & Belonging

We're a Times Top 50 Employer for Gender Equality. We're endorsed by WORK180 and we're a partner of Diversifying. We have pledged our commitment to the Armed Forces Silver Covenant, Care Leaver Covenant and we're a Disability Confident Leader. Working together with our Employee Communities, we're wholly committed to ensuring that our people's voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you'd like to explore our culture and values, check out The CityFibre Way.

What you can expect from us

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.

Additional Information

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careers@cityfibre.com. We want to help!