Network Operations Manager

Job purpose

Lead, develop, and manage the Technical Customer Support function, overseeing Principal NOC Engineers and NOC Engineers to ensure exceptional operational performance, first-class customer support, and the smooth running of the live network. Deliver proactive network monitoring, rapid incident resolution, and continuous improvement initiatives to support G.Network's customer experience and service excellence goals.

Accountabilities & Responsibilities

Leadership & People Management

• Lead, coach, and develop the NOC team, ensuring clear objectives, regular performance reviews, and professional development opportunities.
• Build a high-performance, customer-focused culture, promoting accountability, collaboration, and problem-solving.
• Manage staffing rotas, on-call schedules, and overtime to ensure operational coverage at all times.

Operational Management

• Oversee network monitoring using SolarWinds, Zabbix, Nokia AMS, and other tools to ensure rapid fault identification and resolution.
• Act as the primary escalation point for high-priority incidents, coordinating response and recovery.
• Manage the planned maintenance calendar and ensure timely customer notifications to minimise service impact.
• Ensure accurate incident tracking, case management, and documentation across all shifts.

Customer & Stakeholder Communication

• Maintain strong, transparent communication with customers and internal teams, providing timely updates and progress reports.
• Ensure customer interactions are handled with professionalism, empathy, and a solution-oriented approach.
• Provide operational reporting and insights to the CTIO and senior stakeholders.

Continuous Improvement

• Analyse incident trends and implement preventative measures to reduce recurrence.
• Drive process improvements and adoption of best practice frameworks, such as ITIL, to improve service efficiency and quality.
• Support network upgrades, remediation projects, and the introduction of new monitoring and automation tools.

Interfaces

• HOD Net Ops and Leadership Team to report on network health, operational performance, and continuous improvement initiatives, Dnetwork performance, service delivery, and operational priorities.
• Customers – interfaces with customers to provide updates, resolve incidents, and maintain strong relationships to ensure satisfaction and retention.
• Wholesale Partners – interfaces with wholesale partners to coordinate service provision, incident resolution, and shared infrastructure management.
• Sales – interfaces with Sales to provide operational insights, support technical requirements, and ensure a smooth customer onboarding process.
• Customer Services – interfaces with Customer Services to ensure consistent messaging, effective case handovers, and timely problem resolution.
• Finance – interfaces with Finance to support accurate billing, service credits, and operational cost management.
• Field Engineering – interfaces with Field Engineering to coordinate on-site responses, repairs, and planned maintenance activities.

Essential Qualifications, Personal Qualities and Experience we are looking for

• Proven experience in managing a NOC, technical support, or customer operations team.
• Strong technical understanding of networking technologies, IP addressing, DHCP, Wi-Fi, and troubleshooting.
• Demonstrated ability to lead and motivate teams in a fast-paced, customer-first environment.
• Excellent organisational skills with the ability to manage multiple priorities under pressure.
• Strong interpersonal and communication skills, with the ability to influence at all levels.

Desirable Qualifications or experience

• Network+, A+, or CCNA certification.
• Experience in telecoms, ISP, or similar service-led industries.
• Knowledge of ITIL or similar incident management frameworks.

Salary

75000 - 75000 GBP (yearly)

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