Deputy NOC Manager

My client is recruiting for a Deputy NOC Manager for a position based in Birmingham. The position will be working for a Network Infrastructure and telecommunications provider.

The Role:

You'll be the NOC Manager's right hand, to make sure network change is as safe as possible, be the driving force for NOC improvements, and take the lead for major incidents.

Where you will make an Impact:

The Network Operations Centre is on the frontline, making connections in every way, and its success is underpinned by safe change, continuous improvement and dealing with major incidents effectively

Duty's

Managing Changes (40%) Manage the change process, working with Engineering and Project teams to ensure submitted changes are assessed for financial, customer and technical impact and risk, then prioritised and authorised accordingly. Ensure Communication of the change process internally, and to suppliers and customers.
Manage changes to achieve SLA's and KPIs, reporting on performance and issues.
Produce and distribute a Forward Schedule of Change, covering planned and proposed changes, maintenance Windows and change freeze Windows.Chair/attend both regular Change Advisory Boards and Emergency Change dvisory Boards. Ensure the completion of Post Implementation Reviews and improvements implemented. Ensure the CMDB is updated post change implementation. Contribute to systems development to automate and improve ServiceNow's functionality.

Driving Improvements (30%) Establish a simple and effective improvement process for Engineering and ensure it's successful operation. Systematically capture and track failures (SLA, customer complaints, service reviews), review them with stakeholders to identify resolve root causes.
Manage an improvement log to ensure that identified actions are implemented quickly and effectively.
Following failure analysis, produce RFO reports for customers when requested.
Over time, analyse and identify improvement opportunities which drive productivity and customer satisfaction.

Major Incidents and P1s (10%) Own the major incident process, ensure it is fully documented, stakeholders trained, and improvements implemented. When a major incident is declared manage the successful operation of the major incident process.

Manage customer and internal communication during the incident. Ensure the best resources are working to resolve the incident as effectively as possible.

NOC Management Support (20%) Providing support to the NOC manager with the day to day operation of the NOC, including deputising during absence, and completing tasks to deliver NOC business plan objectives.

Participate in duty manager on call rota.

Experience

What you bring to the job At least 3 years' experience in a similar Customer Service Desk/NOC operational role Team leadership skills Experience of at least one of the following: change management, continuous
improvement, managing faults/incidents. Knowledge of how to deliver customer service excellence A handson pragmatic style.