The Vacancy We're building an inclusive work environment Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are. We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you. We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process. The hiring manager for this role is Neil. We appreciate that sometimes it's helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email - you can to HR@Zeninternet.co.uk and we will get back to you as soon as possible. FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to. 2. Overview The NOC Engineer Shift Leader is a technical lead for each shift in the 24/7-365 NOC and is the person responsible for ensuring work is carried out to the required standard on that shift. You will act as the escalation point for NOC engineers and as the prime contact for stakeholders, including fault management, escalations and planned maintenance, during the shift. The shift lead will safeguard continuity between shifts by ensuring that the Engineers on their shift are adhering to agreed processes, such as updating tickets and completing shift handover documents. You will lead the team, performing leadership activities such as one to one's, six month reviews, performance management, return to work meetings, development assistance and various other people organisation related activities. 3. Key Responsibilities Leading a small team (or pod) of Engineers, completing regular and timely 1-1s and 6-month reviews. Part of a 24x7x365 shift rotation. Ensure start of shift checks & end of shift handovers have been completed. Lead the management of major incidents within Zen's network and infrastructure affecting our customer base, allocating work to NOC Engineers on your shift, ensuring that comms with relevant stakeholders are completed to the required standard. Be the point of escalation/guidance for NOC Engineers on your shift. Identify and support with training needs for Engineers and highlight these to NOC Team Manager and Senior Engineers. Track the skill level and further skill requirements of the NOC Engineers. Coach the team to improve knowledge and approach of process and technical understanding. Feedback to the team and individuals on areas for improvement. Ensure stable and reliable network services (e.g. access products, service networks and core networks etc). Day-to-day network and performance monitoring of the UK national network. Network troubleshooting and fault analysis; hardware troubleshooting, repair and escalate where necessary. Trouble ticket generation and response; carrier interface and escalations. Deployment and maintenance of network monitoring, analysis and reporting tools. Application of configuration changes via our change control systems and processes. Installation of network hardware and software. Provide 3rd level support to the wider business divisions on singleton faults. Manage the NOC Team workflows. Produce and maintain project and process documentation. 4. Skills & experiences Previous people management experience. NOC Engineer experience ideal but not essential. Experience with ticket triage and effective prioritisation. CCNA certified or equivalent level of knowledge. Solid understanding of some or all the following technologies: IP Protocols (ICMP, UDP, TCP); IP filtering and Firewalling; Routing Protocols (BGP, OSPF, ISIS); MPLS; Ethernet Experience with some of the following is preferred: Juniper, Cisco, Adva Basic Linux/UNIX skills ideal but not essential. 5. Personal Attributes Ability to work autonomously and manage own workload efficiently. Be a positive agent for change. Take ownership and drive tasks to completion. Remain calm under pressure. Work in the best interests of the team. Act positively to constructive feedback. About Zen At Zen, we're proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we're not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet. Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it. Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms. We believe that business should be a force for good and we're committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we're a certified Great Place to Work TM and B Corp Certified! Our Benefits Free Zen broadband Award winning broadband for free Your Birthday off Let's celebrate! Salary reviews every 6 months Continuous Learning & Development Over 13,000 courses available across all areas Discretionary bonus on company performance Charitable Days Two paid days a year for volunteering 25 days annual leave (with option to buy/sell up to 5 days) Pension 5% of salary paid by Zen, minimum of 3% paid by employee 20% Discount on local nursery (Rochdale office only) Mobile Phone Discount 10% off all plans with Honest Mobile Private medical healthcare with Benenden (Cash Plan also available) Travel loan scheme Spread the cost of travel People Friendly Policies From enhanced maternity to menopause Flexible Critical Illness Financial protection if the worst were to happen Car Salary Sacrifice Hybrid & electric cars from Tusker Life Assurance X2 as standard with the option to flex up Retail Discounts 100s of discounts from top brands Electric Car Charging Points Six electric car charging points onsite at Rochdale Payroll Giving Tax free donations to charity through your salary Cycle2Work scheme Save on cycling Free Drinks Free tea and coffee from our office kitchenettes Free Parking Available at our Rochdale office Team Engagement For everyone per year towards team social events Life @ Zen Previous Next