Network Operations Centre Shift Lead - Glasgow, United Kingdom - Capita

Capita

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job title:

Network Operations Centre Shift Lead

Key Responsibilities:

Process leadership to support 24/7 shift team
Support the successful resolution of service incidents, advising team members where required to improve process/knowledge
Responsible for ensuring appropriate NOC resources and escalations are in place for live Major Incidents
Participate in the development and performance management of the Shift
Drive continuous improvements within the Operations Centre
Improve processes to ensure the NOC resolve faults and requests within 95+% SLA
Own operational handover to ensure all activity are actioned and communicated effectively
Ensure all support requests and Incidents are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
Ensure that the customer is kept informed of the progress of all faults and the system is kept updated regularly
Manage relationship and processes between the NOC and Third Party Suppliers via Monthly meetings (ADSL, SDSL, Ethernet, NGA, MPF, SMPF)
Overview escalated faults with all required NOC Parties/Service Management Centres on the phone to work towards fault resolution in a timely manner while ensuring all those required are updated regularly.
Ensure the NOC actively monitor the networks using our network monitoring system Solarwinds correctly and identify new processes required to improve service

Required Skills/ Experience:

Experience dealing with 3rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range of services
Ability to coordinate major Incidents, whilst ensuring BAU services continue to be supported to exacting SLA's
Excellent communication skills, both written and verbal, with proven ability to adapt as demands dictate
Proven customer service experience
Experience working in an ITIL environment and adhering to strict SLA's
Ability to deliver consistent performance in a highpressure environment with excellent attention to detail
Security Cleared or ability to achieve Security Clearance

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses and clients.