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Newcastle upon Tyne

    Service Manager - Newcastle upon Tyne, United Kingdom - HR Duo, Ltd.

    HR Duo, Ltd.
    HR Duo, Ltd. Newcastle upon Tyne, United Kingdom

    2 weeks ago

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    Description

    Contract Type:
    Permanent full-time

    Skills Supply Chain Budget Management Ciena 6500 Fibre Budgets Engineering Telecomms Network Engineering ITIL Telcoms Telecommunications Subsea Subsea Engineering Telecom operations Supply Chain Management IT RCA Incident Management

    Aqua Comms connects Continents, Cultures and Clouds across the globe – neutrally and independently delivering the connectivity, transport and optical needs for the content, internet and carrier marketplaces.

    Formed in 2014 to construct one of the first 'new-era' Atlantic cable systems, and following the acquisition of an Irish Sea cable, we delivered our first inter-continental services in 2016.

    We commenced our second cable development in 2018, AEC-2, this was followed by a third cable, AEC-3.

    Having secured our position as a leading, innovative, carrier-neutral transport provider for the Atlantic, Aqua Comms have commenced our strategic global expansion.

    We are looking for a Service Manager to join our rapidly expanding international business.

    The Service Manager will report directly to the Senior Service Manager and form part of our NOC team in Newcastle.

    The NOC team are responsible for operational support across all of Aquacomms subsea network and this role is pivotal in providing customer support to our clients.

    The successful candidate will have a Customer focused, service management background and ideally a background in ITIL methodologies such as Change, Incident and Problem Management.

    Within the Aqua Comms Operations team, this role will lead Operational Customer Service Management, providing ITIL standard incident, problem and change management support for all customers connected across the Aqua Comms subsea and international terrestrial networks.

    Incident Management – Help manage major/complex incidents where required through to resolution/service restoration by collaborating internally with Ops, Engineering, NOC and
    Technical support and externally with carriers & partner vendors/suppliers.
    Manage customer escalations (Subsea and terrestrial),'trouble to resolve' process including field technicians in-line with iNOC.
    Service Reviews – Conduct monthly/Quarterly reviews with clients discussing operational service and any queries/complaints they may have.
    Help to produce data analytical reports based on common trends for customers. This will include Service Availability reports, SLA's , Ticket Volume, Change performance.

    Problem Management - drive Root Cause Analysis (RCA) and eradication planning across incidents to ensure performance improvement is delivered, ticket resolution within SLA and clear understanding of the root causes of the problems.

    Change Management – Co-ordination and reporting of all changes. Weekly/Monthly reviews of changes past/future, reporting on change statistics and performance.
    Vendor management coordination collaborating with Tier 3 Operations when troubleshooting and planning network upgrades/delivery roadmaps.
    Ensuring all KPIs and SLAs are met for service and network availability. Follow up with vendor or network provider for full RFO, lessons learned, and optimised process or configuration where required.
    Internal communications as appropriate of service impacting incidents / escalations.
    Continuous improvement operational performance ethos. Drive and deliver positive trends to reduce incident volumes, increase network availability, eradicate repeat incidents and decrease incident durations.
    Travel and training may be required from time to time across various Aquacomms sites.
    Network and/or Facility management experience beneficial.
    ~ Previous Vendor and Carrier management experience.
    ~ Strong ITIL background throughout Incident, Problem, Change and Configuration management processes.
    ~ Ability to work in a fast paced environment, managing several tasks and projects concurrently.
    ~ Strong Systems background across, ticketing, monitoring, reporting and administration.
    ~ Reporting skills and experience, Excel or other tools/systems.
    ~ Previous Network , Telco, Subsea experience a distinct advantage

    Excellent communication & relationship building skills
    Ability to prioritise & good time management skills
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