NOC Team Leader - ISP, Fibre Optic, Broadband Networks & Telco
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NOC Team Leader - ISP, Fibre Optic, Broadband Networks & Telecoms
Team Leading, Man-Management, Resource Planning, BAU, Service Desk, Broadband, Fibre Optic, Telecoms, SLA's, Service Desk, Escalations, Wi-Fi, Network Protocols, Switches, Routers, Firewalls,
London, West End - £50,000pa + Benefits
This dynamic and growing network services provider are seeking a professional, challenge orientated and focused Network Operations Centre (NOC) Team Leader to enhance and support a growing team and an expanding client base.
This role will suit a motivated and career minded NOC Team Leader seeking a springboard into a growing, exciting and highly dynamic environment.
Although there is a solid level of technical experience required, this role also needs functional Management expertise as your responsibilities will include:
* Line management responsibilities for a NOC Sub-Contract Team and a NOC Permanent Team
* Regular 1-2-1's, Performance Reviews, Training and Development Plans, Guidance and Mentoring
* Organising Cover for Leave
* Motivational Input and regular Team Meetings
You will also be required to ensure all shifts are sufficiently covered by Teams and shift rotas & holiday calendars are updated where applicable.
With solid and proven experience, you will have earned your battle scars in the ISP and/or Network and Telecoms arena and your immediate responsibilities will be:
* To support and assist BAU activities and day to day network operations in this ISP
* Creating weekly reporting on departmental KPIs
* Create SLAs and OLA for the department
* To immediately support and resolve all Level 1 to Level 3 technical issues.
* Create and update case notes on all Service Incident Tickets
* Use your expertise and knowledge of Business Comms home networks, servers, email, Wi-Fi access points, Ethernet over power lines etc.
* Use your knowledge of hands-on experience with Switches, Routers, Firewalls, Wi-Fi, TCP/IP, ONT, UDP, VoIP
* Monitor and Support requests within SLA protocols
* Categorise SLA's, escalate and assign correctly
* Pro-actively identify, escalate and monitor any requests that are in danger of falling outside of
* 1st point of contact for customer escalation requests.
* Technical escalation contact for NOC team.
* Own the Major Incident Process for the Business
* Monitor resource levels and feedback to Service CTO when the extra resource is required.
* Monitor the daily ticket queue for work tickets that are outstanding
* Experience working within an ITIL environment and adhering to strict SLA's
* Good documentation skills
Desirable Qualifications:
* Cisco CCNA level and/or Juniper JNCIS or JNCIP
* ITILv3
Previous experience with large network and telecoms carriers such as BT Openreach, Virgin Media will be advantageous.
On this client facing platform you will need a consultative DNA, a high-level of Service Ethic, Man-Management and Team Leading experience as well as "Customer is King" attitude.
Take this opportunity to rise above your peers and secure a role to elevate your networks career.