NOC Team Lead

£55,000 | Basingstoke | Permanent
Posted 3 months ago

NOC Team Leader required for a large UK based Networks Company, managing the NOC team from their office based in Hampshire, working as part of their Managed Service team looking after key customers.

The NOC Team Leader's primary objective of the role is to ensure that an effective, professional and proactive support service is delivered by the NOC team, to the customer base on a 24x7 basis.

- Provide a professional, proactive and effective, 24x7 NOC service to the business and our growing customer base.
- The management and monitoring of all Incidents/Request queues assigned to the NOC support team in line with ITIL best practice.
- Close working with the 3rd line ATS team to ensure any escalated incidents and actively addressed and resolved.
- Accountable for resolution of all incoming Incidents/Request within SLA; assuring tickets are followed through to resolution.
- Own & facilitate the resolution and communication of Critical & Major Incidents as required.
- Be responsible for the incident management process and ensuring it is followed and reviewed on an annual basis.
- Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems.
- Ensure a close working relationship with the 3rd line ATS team, Service Delivery Managers & Annuity team at all times.
- Instill a customer focused approach and ensure customer communication is engrained in the team.

- Experience of managing and running a NOC team in a Managed Service environment.
- A customer focused individual who is passionate about "Service Excellence".
- The ability to manage a team across a 24x7
- The ability to motivate a team to deliver excellent customer service

- Degree level education
- ITIL certified to practitioner level

For more information about this role, please contact:

Andy Roberts
01442 285 016

See Andy Roberts's jobs
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