Network Operations Team Lead

Job Description

Summary:

As the NOC Team Leader, you will be responsible for managing and coordinating the activities of the NOC team, ensuring the timely resolution of network incidents, handling customer projects, and driving continuous improvement initiatives to enhance operational efficiency and reliability.

Position near Guildford : 2 days a week in the office

Core Responsibilities:

Maintain a high level of customer service and business integrity.
Be presentable in both appearance and manner.
Act as an ambassador for the company at all times.
Observe and abide by Information Security Policies.
Promote the business and identify additional sales opportunities.
Provide inter-departmental assistance, remembering that we all work for the same company.
Maintain complete awareness of all processes and procedures relevant to your role.
Stay informed about industry products, technology, and direction.
Demonstrate excellent timekeeping, time management, and attendance.
Exhibit excellent written and verbal communication skills.
Have complete awareness of all products offered by the company.
Continuously progress your skill level within your chosen products, adopting a self-progression mentality.
Engage in online self-study during both business and personal time.

Role Specific Responsibilities:

Lead and manage the NOC team, providing guidance, direction, and mentorship to ensure the team's success in meeting operational objectives and delivering high-quality service to customers.
Oversee the monitoring and management of customer network infrastructure, including routers, switches, firewalls, servers, and other network devices, to ensure optimal performance and reliability.
Act as a point of technical escalation within the team, providing guidance and troubleshooting to progress customer tickets.
Deliver high-profile customer projects, collaborating with stakeholders (internal and external) to ensure projects are delivered on time, within budget, and exceed customer expectations.
Coordinate the response to network incidents, outages, and service disruptions, ensuring timely resolution and effective communication with stakeholders, including customers, vendors, and internal teams.
Develop and maintain operational procedures, documentation, and standard operating processes (SOPs) to ensure consistency, reliability, and compliance with industry best practices and regulatory requirements.
Collaborate with cross-functional teams, including engineering, project management, IT, and customer support, to address complex technical issues, implement solutions, and drive continuous improvement initiatives.
Conduct regular performance evaluations, coaching sessions, and training programs to develop and enhance the skills and capabilities of NOC team members.
Monitor key performance indicators (KPIs) and metrics to track the performance and effectiveness of NOC operations, identify areas for improvement, and implement corrective actions as needed.
Stay abreast of emerging technologies, industry trends, and best practices in network operations and IT service management to drive innovation and maintain a competitive edge.
Engage in customer pre-sales activities, collaborating with sales, customers, and vendors to create solution designs, HLDs, and LLDs as appropriate.

Requirements:

Must have a car due to the necessity of driving to various sites (no public transport available)
Must reside within an hour's drive from the office
Free on-site parking
2 years’ experience min (MSP experience ideal)
Qualifications: CISCO, CCNA, CCNP, Juniper.
Must have worked with BGP, WAN (SD-WAN environment), OSPF, hands-on CISCO exp.

Company Culture:

No hierarchy, fostering a collaborative environment

Benefits:

24 days of annual leave, plus bank holidays
Additional day off for your birthday
One day off for volunteering
Flexible working arrangements
Health insurance
Support for training and professional development

*This role does not offer sponsorship & applicants must be in a commutable distance to Guilford in Surrey*