Jaka Lounge agency provides complete human resource management support for companies. We put our special focus on high-quality selection processes while we believe that knowledge and competencies bring brilliant results only when they’re combined with adequate motivation.
In order to expand the NOC Engineering team of our client, a successful IT company, we are looking for an experienced:
Network Operations Team Leader
In this company you will meet people who are both innovative and fun, creating long lasting customer relationships. They think outside the box to provide customer centric solutions allowing them to achieve the results their customers desire. They believe that the customers priorities are imperative to the success of their business and they go above and beyond to dedicate themselves to them.
This role will report directly to the Head of Network Operations Centre and manage the day to day network operations from overseeing Incident, problem, change management and service transition of new services.
Key responsibilities:
The Network Operations Team Leader will manage a team that provides 24/7 customer support all year round including public holidays. You will work with public and private cloud services, large enterprise wired and wireless network infrastructures through to end user troubleshooting.
Your day to day role will consist of the following responsibilities:
- Managing and coordinating restoration of service through Major Incident process which consists of running war rooms to triage the fault and restore service within SLA.
- Running root cause analysis of common faults to eradicate and mitigate reoccurring incidents. This includes trend analysis and holding stakeholders to account.
- Running service improvement plans with relevant stakeholders and support the account and services managers with reporting and supporting data which will be used to present to the key customers.
- Work with the account managers, sales, project, engineering and customer services teams to accept the delivery of news services into live production, ensuring all requirements have been delivered and tested to expectations.
- Continue to seek ways of improving reporting, monitoring and general systems and tooling to ensure the operations are always a step ahead and constantly innovating.
- Providing guidance and direction to the team in driving timely fault resolution by coordinating faults cases and seeing through to resolution P1 through to P5.
- Delivering all set targets to contribute to a successful business function in line with the strategic objectives.
- Identify and assess customers’ needs to achieving and exceeding customer satisfaction.
- Build sustainable relationships and trust with customers through open and interactive communication.
- Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution.
- Supervising a team to contribute to the business daily operations.
- Providing feedback through mentoring and coaching on individual development, skills and training requirements within the team.
- Conducting performance reviews to ensure the team is performing up to standard.
Key requirements:
- Strong people management and leadership skills and previous experience of operating within a 24/7 NOC and incident / problem management service.
- Excellent knowledge of next generation monitoring and alerting tools and system integration.
- Proven experience working in telecoms and IT NOC environment.
- Proven experience working ITIL service management experience and ITIL intermediate certification.
- Excellent knowledge of industry monitoring and incident management systems.
- Excellent spoken & written English.
- Computer literate (Word, Excel, PowerPoint and Project).
- Has strong communication skills to provide updates to internal and external stakeholder on a regular basis.
- Excellent motivation skills in order to meet deadlines and handle change.
- An unrelenting approach to delivering operational excellence, productivity and efficiency.
- Set the behavioural & performance standards, you’ll need to energise your team and deal change and uncertainty in a positive manner.
- Ability to work under pressure.
- Integrity and flexible approach to work and job duties.
- Approachable and a Team player.
- Excellent negotiation skills and innovative thinker.
Additional skills which would be considered as a plus:
- Experience of Salesforce, Zabbix, PRTG.
- Lean Six sigma certification.
- Project management e.g. Prince 2.
If you believe this position aligns with your experience, please submit your CV down below. We are looking forward to meeting you!