Service Operations Manager - Internet Service Provider
Fibre Engineering
Exeter
6d ago

Role

We are working with a fast-expanding ISP based in the South West who have made it their mission to get the South West on-line and up to speed with the rest of the country by replacing the old copper network with fast reliable Fibre.

The primary focus of this role is to manage the Service Operations teams, and to take responsibility for the efficient operation of the network platforms and services network 24 hours a day, 365 days a year.

This includes the coordination and management of 4 shifts to provide 24 / 7 cover, ensure timely management of all trouble tickets, effective management of the change control process, managing planned works to resolution, handling of escalations and provision of notifications in a manner consistent with service levels assigned to specific issues.

  • Manage the SOC Supervisors, which would include clear direction of the shifts’ day-to-day activities & responsibilities;
  • and to always ensure a customer-focused approach to service delivery and trouble ticket management

  • Coach and mentor all team members on the execution of processes and procedures
  • Continually develop the NOC mode of operations, define services models and processes to manage Voice Network Services;
  • Core / Access Network (Cisco based); GPON / DWDM Networks; system networks (Windows / Linux based) and, in particular :

  • Ability to confidently manage escalations to 3rd line / 3rd party vendors
  • Define and oversee clear outage notifications to the wider business
  • Working with the Design, Network Operations
  • Monitoring and managing server infrastructure
  • Ensure effective analytics are in place to determine the cause of service interruption or quality degradation, measuring the number of impacted subscribers
  • Act as an escalation point for critical recovery decisions
  • Continually work on service improvements across processes, systems, and alarm enrichment, as well as alarm correlation as the network, grows and the number of network elements / alarm complexity grows.
  • Measure, and record team performance and provide regular reporting to the Director of Operations on progress against agreed KPIs
  • Ensure continuous improvement of end-to-end problem demarcation and troubleshooting of service quality issues to achieve measurable reduction in the time needed to restore faulty service
  • Solid organisational ability and high attention to detail
  • A customer-centric approach to service delivery
  • Ability to lead and coach team members at all levels
  • Excellent written and verbal communications skills
  • Results-driven, with excellent time management skills
  • Problem solver and solution provider
  • Calm under pressure
  • Up to £65,000 Basic salary
  • 10% Bonus
  • 25 Days Holiday
  • 6% Pension
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