Technical Network Support Team Leader

11 Feb 2018
15 Feb 2018
Contract Type
Full Time
UPDATA in Reigate are looking for a Technical Network Operations Team Leader

About the role

The Network Operations Team Leader (3rd Line) is a key role within the Service and Operations function accountable for the management of the central third Line technical teams providing the ongoing support and maintenance of the entire LAN environment for our customers. This role is responsible for managing third Line Engineers based across the UK but principally in Reigate and reporting to the Technical Operations Manager. This role is partly hands-on so technical expertise in configuring CNS preferred provider platforms such as Cisco, Palo Alto, Checkpoint, Juniper, and F5 is a key requirement.

About Capita | Updata

Updata is one of the market leaders in providing the public and private sectors with a complete network solution, by creating, implementing and managing secure, cost-effective and high-capacity broadband networks.

What you will do:


Overall responsibility for the day to day management of the 3rd Line Technical Operations team (currently 12 DRs) ensuring that the various SLA's for our customer contracts are met.

Review ongoing performance of the team to ensure that individuals develop technically. The review process will include KPI setting and regular One-to-One meetings with direct reports.

Close management of staff resource levels to ensure that the support teams can fulfil SLA obligations and project milestones.

Management of customer escalations and complaints, ensuring a timely resolution and that any follow up actions and lessons learned are completed.

Responsible for ensuring that the support teams have the correct documentation and tools in place to deliver an excellent service to our customers.

Co-ordinate and manage third Party Suppliers and other Capita teams for assurance activities.

Develop and maintain Procedures and Training Guides ensuring these are correspond with customer contracts and management against an ongoing review cycle.

Ensure the smooth transition of new services and customers into operational support, working alongside the Operational Acceptance Manager & Transition Manager.

Support Service Delivery Management with relevant and timely information.

Attend client meetings to support Senior Management on an ad hoc basis as necessary.

Understanding the cost of support and work to continually reduce cost and introduce efficiencies.

Ensures that the necessary arrangements are in place to maintain or recover the delivery of systems and services in the event of any physical, technical or environmental disaster or major outage providing continuity of service to the client organisation.

Your experience will include:


Has technical experience in supporting WAN/LAN and Data Centre environments.

Strong technical skills in leading technologies from Cisco, Juniper, Checkpoint, Palo Alto, F5.

Has in-depth managing the delivery and support of LAN and Data Centre services.

Experience of working in a service provider environment.

Experience and understanding of Routing, Switching, Firewalls, VPN, MPLS, QoS, NNI, Security and RAS technologies.

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

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