ITOC Team Leader
Nst Recruiment
United Kingdom
2d ago

Company : IT Managed Service Provider

Location : London, Tower Bridge

Position : ITOC Team Leader

Division : ICT Operations Division


  • Assist in coordination of the ITOC team. The main aim of this coordination is to ensure the networking system runs efficiently without interruption
  • Guide and overlook the ITOC staff as they provide support to end customers
  • Responsible for creating and implementing Incident Ticketing Timeline for the ITOC team
  • Control and manage ongoing incidents
  • Work together with ITOC staff to provide the 1st & 2nd line support for end customers.
  • Proactively identify and effectively respond to critical network events
  • Proactively contact VIP customers and develop / maintain professional working relationship (being the main point of contact for these customers and solely report / deal with their ongoing incidents)
  • Report to VIP customers and Management on operations and maintenance status (frequency and format of such report will be agreed with your line manager)
  • Create high quality documentation, memos and reports concerning customer issues, incident reports, operation design as and when required
  • Remain professional and highly accurate when deliver BAU tasks including but not limited to tape changes, system administrations and reporting
  • Clear and efficient communication with ITOC team members is required for high quality and accurate reports, escalation of outstanding issues and updates of customers inquiry tickets (assistance to ITOC staff is required)
  • Update trouble ticket systems and customer documentation with fault history
  • Manage a variety of fault calls from customers, SI / Engineering Department, and other KDDI technical divisions (including but not limited to solutions, network services, data centre, and products)
  • Contact and co-ordinate 3rd party suppliers, or other KDDI resources in order to help achieve trouble resolution
  • Notify On Call Support / Line-Manager about issues which require escalation, customer complaints or requirements & new business opportunities
  • Visit customer premises with 3rd party vendors as and when required for troubleshooting, project, maintenance contract work and service implementation work
  • Attend customer meetings regarding Operations & Maintenance support
  • Travel to KDDI and customer offices throughout EMEA region for business purposes as and when required
  • Check & monitor the VIP customer network alerts, record relevant information in the Incident Management System and deliver precise reports to customers on your activities / progress
  • Skills

  • Support mind that can correctly understand the services provided to customers and achieve high quality
  • Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio
  • Knowledge and proficiency in maintenance and installation of network infrastructure, Server
  • Fluent English language skills required (Verbal and written)
  • Ability to investigate and source answers to various email and telephony enquiries
  • Proven customer service and facing experience, at all customer levels
  • Flexible approach, able to work outside of normal working hours when requested
  • Knowledge ITIL skill and lead educate to member
  • Good communication with customers, colleagues and related 3rd party vendors
  • Valid CCNP / CCNA or equivalent certification will be an advantage
  • Leadership and management abilities will be a high advantage for the role and for future growth
  • Improve the level of operation team management skills
  • Apply
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