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Deputy NOC Manager

Employer
The Convergence Group
Location
UK
Salary
Competitive
Closing date
26 Nov 2020

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

WHY YOU'RE HERE

And how you help drive our strategy

At Convergence, success is hardwired. It's part of the fabric of our business. It's who we all are. You're here because you've got what it takes to manage some critical tasks for the Convergence Group Core Network and customer solutions. You will take responsibility for managing some critical tasks for the NOC manager, including managing changes, driving continuous improvements, and managing major incidents.

WHY THIS IS A SWITCHED ON OPPORTUNITY

What makes this role really stand out

The business: a young, dynamic telecommunications company delivering CaaS. The challenge: You'll be the NOC Manager's right hand, to make sure network change is as safe as possible, be the driving force for NOC improvements, and take the lead for major incidents.

A DAY IN THE LIFE

What a normal day at work looks like for you

Managing Changes (40%)

Manage the change process, working with Engineering and Project teams to ensure submitted changes are assessed for financial, customer and technical impact and risk, then prioritised and authorised accordingly.

Ensure Communication of the change process internally, and to suppliers and customers.

Manage changes to achieve SLA's and KPIs, reporting on performance and issues.

Produce and distribute a Forward Schedule of Change, covering planned and proposed changes, maintenance Windows and change freeze Windows.

Chair/attend both regular Change Advisory Boards and Emergency Change Advisory Boards.

Ensure the completion of Post Implementation Reviews and improvements implemented.

Ensure the CMDB is updated post change implementation.

Contribute to systems development to automate and improve ServiceNow's functionality.

Driving Improvements (30%)

Establish a simple and effective improvement process for Engineering and ensure it's successful operation.

Systematically capture and track failures (SLA, customer complaints, service reviews), review them with stakeholders to identify resolve root causes. Manage an improvement log to ensure that identified actions are implemented quickly and effectively.

Following failure analysis, produce RFO reports for customers when requested.

Over time, analyse and identify improvement opportunities which drive productivity and customer satisfaction.

Major Incidents and P1s (10%)

Own the major incident process, ensure it is fully documented, stakeholders trained, and improvements implemented.

When a major incident is declared manage the successful operation of the major incident process.

Manage customer and internal communication during the incident.

Ensure the best resources are working to resolve the incident as effectively as possible.

NOC Management Support (20%)

Providing support to the NOC manager with the day to day operation of the NOC, including deputising during absence, and completing tasks to deliver NOC business plan objectives.

Participate in duty manager on call rota.

YOUR EXPERIENCE

What you bring to the job

At least 3 years' experience in a similar Customer Service Desk/NOC operational role

Team leadership skills

Experience of at least one of the following: change management, continuous improvement, managing faults / incidents.

Knowledge of how to deliver customer service excellence

A handson pragmatic style.

Exposure to a fastpaced SME business

YOUR QUALIICATIONS

About your education and qualifications

IT literacy - MS Office (Word, Excel, PowerPoint).

An understanding of Telecoms, Networking and IT infrastructure, but you don't have to be a technical expert.

Working knowledge of ITSM management frameworks such as ITIL v3

BPSS and SC clearance is required for this role

YOUR BUSINESS SKILLS

The skills and knowledge you need to make an impact on a business level

The ability to work in highpressure environments and deal with pressurized situations.

A high level of attention to detail and the ability to work quickly and accurately.

A high level of organisational and planning skills.

A proactive, selfstarting approach, and a positive, willing attitude.

Excellent oral and written communication skills.

A level of gravitas that gives internal and external stakeholders a high level of confidence.

A practical appetite for continuous improvement and development.

ABOUT THE ROLE

T&C's

37.5 hours per week

Permanent

Place of Work: Solihull Office

Benefits:

Competitive Salary

Substantial Bi-Annual Bonus Scheme

Private Medical Insurance (includes medical, mental health, optical & dental)

Income Protection

Life Assurance

Holidays with option to buy or sell

Pension scheme

Reward & recognition incentives

Cycle to Work Scheme
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