SeniorNetworkAnalyst

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! ## ## Overview The Senior Network Analyst (Level 1.5) is a senior frontline operational role within the NOC, responsible for handling escalated technical incidents, complex troubleshooting activities, and proactive service improvement across the TNS network. The role sits between Level 1 and Level 2 support and focuses on: \- Resolving incidents that exceed standard L1 triage, \- Preventing recurring issues through problem management, \- Proactively identifying service trends and risks, \- Acting as a primary technical contact for key customers and critical services. The analyst will work closely with NOC peers, Level 2/3 Engineering, Service Management, and international teams across the UK, US, and APAC to ensure high availability, SLA adherence, and continuous improvement of the network services. ## ## **Responsibilities** **Primary Duties and Responsibilities:** **Escalated Technical Support** Act as a primary resolver for escalated L1 tickets, providing deeper technical analysis and resolution before onward escalation to Level 2 or vendors. Troubleshoot complex network faults involving circuits, routing, MPLS, and customer-specific configurations. Own incidents through to resolution, ensuring technical accuracy, clear communication, and timely updates throughout the ticket lifecycle. Provide guidance and mentorship to Level 1 analysts on troubleshooting approaches and ticket quality. **Incident & Problem Management ** * Support the effective execution of the incident management process, including major incident coordination assistance when required. * Identify repeat incidents and systemic issues, documenting root cause hypotheses and contributing to formal Problem Records. * Work with Engineering, Vendors, and Service Management to drive permanent fixes and reduce recurring incidents. * Cont