Network Operations Center Team Lead

Join to apply for the Network Operations Center Team Lead role at Zen Internet. We’re building an inclusive work environment where your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you matters to us. 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.

The NOC Engineer Shift Leader is a technical lead for each shift in the 24/7-365 NOC and is 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.

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 communications 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.

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.

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.

Benefits:

• 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 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.