Job Description
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Job Title: Service Assurance & Support Coordinator
Location: Reading (Hybrid)
About the Role
We are looking for a proactive and technically capable Service Assurance & Support Coordinator to take ownership of in-life service performance across our subscriber base.
This role is focused on service assurance, fault coordination, incident management, and operational support, ensuring that customer services remain stable, issues are identified and resolved quickly, and service-impacting incidents are managed effectively from diagnosis through to resolution.
- Take ownership of in-life service assurance across broadband and connectivity services
Manage and progress faults, incidents, and service-impacting issues through to resolution
Act as the operational point of contact between internal teams, wholesale partners, network providers, and suppliers
Monitor service performance and identify trends, recurring issues, and service degradation
Coordinate troubleshooting, diagnostics, and escalation activity across multiple stakeholders
Ensure faults are logged, progressed, and resolved within agreed service levels
Provide clear and timely updates to internal stakeholders and customer-facing teams on service status, risks, and incident progress
Support major incident management and help coordinate communications during service outages or high-priority events
Investigate root causes of repeat issues and work with wider teams to drive corrective actions and service improvements
Assist with early life support and operational handover from delivery into business-as-usual support
Maintain accurate records across fault tickets, incident logs, and service updates
Contribute to process improvement across assurance, escalation, and support workflows
What You’ll Need to Succeed
Essential Skills & Experience
- Strong experience in service assurance, technical support, fault management, or telecoms operations
Advanced understanding of broadband and connectivity services including FTTP, Ethernet, Leased Line, and VoIP
Strong troubleshooting and diagnostic skills across connectivity and network-related services
Good understanding of incident management, fault progression, and service restoration processes
Solid grounding in Layer 2 and Layer 3 networking concepts
Experience managing suppliers, carriers, or wholesale partners in an operational environment
Excellent xwwtmva organisational skills with the ability to manage multiple faults, incidents, and priorities at once
Strong written and verbal communication skills, particularly around operational updates and incident handling
Analytical mindset with the ability to identify trends, root causes, and improvement opportunities
Ability to remain calm and effective under pressure in a fast-paced support environment
Desirable
- Experience in a telecommunications, ISP, connectivity, or wholesale broadband business
Knowledge of OSS/BSS systems, ticketing tools, and service monitoring platforms
Understanding of SLA management and service performance reporting
ITIL, CCNA, or equivalent industry experience
Experience supporting major incidents or working in a service operations / NOC-style environment