Requisition ID 2998 - Posted - Belfast - Job Category (1) - Full Time
JOB LOCATION: NI & GB
TERMS: Permanent
THE JOB
The role holder will be responsible for leading the Network Operations Centre team in monitoring and responding to issues on our Network, ensuring that the Network is operational at all times. Based in Belfast, the role holder will ensure our Network is performing within our expectations, identify and highlight key customer issues, investigate them, and ensure that plans are in place to address the issues arising.
WHAT WILL YOU BE DOING?
1. At Fibrus, we go the “extra mile” for our customers, and we want to constantly ensure the customers get the service they have ordered. You will ensure that mantra is upheld in everything we do for our customer and network.
2. Responsible for both the strategic and tactical operation, you will lead a team of office-based NOC technicians that undertakes surveillance activity on a 24/7, 365 basis, responding rapidly and effectively to Network alarms and ensuring maximum continuity of service and minimal downtime.
3. Supporting with training and upskilling against any identified knowledge gaps.
4. Deliver relevant management information, reporting and analyzing performance, and working within set KPIs and SLAs.
5. Managing all network faults, diagnostics, updates, and repair for all equipment, providing support and guidance to the team in both provision and repair scenarios and liaising with customers and engineers as to solutions.
6. Identify, develop, and champion process improvements that drive continuous improvement and innovative solutions that will help monitor the network and improve customer experience.
7. Ensuring effective communication to customers both in terms of incidents, outages, and maintenance.
8. Following escalation paths to successful resolution in line with the organization's best practice guidelines.
9. Produce strategic plans and roadmaps for the support of the platform.
10. Complete team members' rota and ensure there is sufficient cover for all shifts.
11. Manage escalations of shift cover on a 24/7 basis.
12. Assist in the implementation of policies and procedures to ensure that the company complies with all health and safety and other statutory regulations.
13. Support Business Improvement activities.
14. Communicating effectively with ISP and other Hyperfast departments to drive improvements & ensure workstream KPIs are met.
15. Build effective working relationships with key Group Services stakeholders including:
16. Business improvement to ensure systems are consistently updated to meet requirements.
17. Service Delivery to ensure accountability of provisioning.
18. RSU to ensure clean handoffs and jeopardy management of customer queues.
19. Champion and implement best practice people policies with People & Culture.
WHAT WILL YOU BRING?
1. Experience working in an IP Network Operational Management role.
2. Hands-on experience of Major Incident, Problem Management, and Change Enablement.
3. Previous work experience within a regulated and audited environment.
4. A strong track record in operational delivery.
5. Competent in jeopardy management, able to deliver all targets in line with SLAs and KPIs.
6. Strong communication skills, able to represent the business both internally and externally in a commercially aware and professional manner.
HOW TO APPLY
At Hyperfast, we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We are an equal opportunities employer and always aim to recruit the person who is most suited to the job, welcoming people of all backgrounds. We particularly encourage applications from women, under-represented genders, individuals with disabilities, and under-represented ethnicities. We’re happy to discuss flexible working - there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.
All offers of employment with Hyperfast will be subject to the satisfactory completion of pre-employment checks which may include all or some of the following: references, right to work, criminal record history, professional qualifications.
Fibrus Limited, Fibrus ISP, Hyperfast, and Viberoptix belong to the Infracapital group of companies. We will retain your information, for the purposes of recruitment, for a period of up to 12 months. We may also share your information with our partner organisations for the purposes of recruitment. Please email careers@fibrus.com if you do not wish us to retain your information or do not wish for us to share your information.
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