Network Operations Team Leader

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Requirements:

• Experience leading 24/7 technical teams across a scheduled rota
• Experience in the following; ITIL/ITSM, Network engineering, MPLS networks and Service desk management
• Comfortable with the Atlassian Suite/JIRA/JSD/OpsGenie or similar
• Strong understanding of network principles
• Knowledge of switching & routing protocols and an in depth understanding of supplier / vendor relationship management
• Have a good knowledge of networking, including physical, switching, routing (OSPF, BGP), transport layers and firewalls
• Have an in-depth understanding of RADIUS protocol
• Have an in-depth understanding of Wi-Fi standards and general Wireless principles

Responsibilities:

• Leading and coordinating all network operations activity during a shift including incident management, whilst adhering to processes and procedures
• Ensuring Customer SLAs and internal OLAs are met to triage, communicate & resolve incidents
• Prioritise and allocate shift workload.
• Managing and leadership of the network operations team, including recruitment, coaching, performance management, resource management, delegation and career development
• Act as escalation point for customers and internal stakeholders as well as monitoring all inbound channels and alerting queues
• Maintain network availability and service excellence through rigorous adherence to all incident, change and problem processes
• Develop and maintain fit-for-purpose processes, standards and policies
• Full lifecycle Incident Management including effective communications and shift handovers
• Dispatching field support when required
• Triggering escalations to L3/Major Incident Process