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This range is provided by Zen Internet. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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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.
The salary for the role is between £38,000 £44,000 +15% shift allowance.
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
* 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.
* 2 x Life Assurance Cover, with option to flex upwards
* 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
* Access to private Medical Healthcare and a Healthcare Cash Plan
* An extra day off for your birthday
* Car salary sacrifice scheme
* Continuous learning and development
* Discounted Mobile plans
* Flexible and Hybrid working
* Free onsite parking
* Internal coaching and mentoring opportunities
* Onsite Contemplation and Prayer room
* Onsite Electric Car Charging points
* Optional flexible critical illness cover
* People-friendly policies
* Recognition awards where we celebrate the most awesome people
* Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
* Six monthly salary reviews
* Subsidised Nursery fees
* Subsidised Onsite Restaurant
* Superfast Free Reliable Broadband
* Travel Loan and Ride2Work Schemes
* Two days’ paid leave per year for voluntary work
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!
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology and Management
* Industries
Telecommunications and IT Services and IT Consulting
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