Network Operations Team Leader

About us:
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.

And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

The opportunity:
We are looking for a talented Network Operations Team Leader to join our busy NOC team. Reporting to the Head of Network Operations, they will be responsible for managing the assigning and resolution to SLA of all incidents, communications and escalations during a shift, and accountable for performance of the Network Operations function and team.  

This is a hands-on role and you will be provide technical leadership for the engineers on shift, as such you will have a good level of network operations experience in ISP and/or MSP environments. 

Key areas of focus:
Your day to day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion. 

• Responsible for leading and coordinating all network operations activity during a shift including incident management, whilst adhering to processes and procedures 

• Ensuring Customer SLAs and internal OLAs are met to triage, communicate & resolve incidents 

• As technical lead for the engineers on shift you will prioritise and allocate shift workload. 

• Managing and leadership of the network operations team, including recruitment, coaching, performance management, resource management, delegation and career development 

• Work collaboratively with Head of NOC to hold responsibility for the NOC engineering teams, processes, systems and performance of staff 

• You will act as escalation point for customers and internal stakeholders as well as monitoring all inbound channels and alerting queues 

• Maintain network availability and service excellence through rigorous adherence to all incident, change and problem processes 

• Develop and maintain fit-for-purpose processes, standards and policies 

• Full lifecycle Incident Management including effective communications and shift handovers 

• Dispatching field support when required 

• Triggering escalations to L3/Major Incident Process 

Team Leadership:  

Management of a team through: 

• Leading a team to oversee operational delivery 

• Providing feedback through mentoring and coaching on individual development, skills and training requirements within the team. 

• Conducting performance reviews to ensure the team is performing up to standard 

• Implementing local rewards and recognition in line with Wifinity policies. 

About you:
You will be an organised team player and line manager with the ability to coordinate team performance, taking accountability for output across a shift. You value excellent service and are able to steer and support a team to deliver this. You recognise situations requiring urgency and priority, and are able to make decisions which reflect this. You are excellent at working with people and always strive to provide a customer driven approach. We are looking for someone that: 

• Has demonstratable skills from line managing a team (mandatory), including experience working in performance management, team leadership, recruitment, training and ) 

• Has experience leading 

• Is a self-starter, proactive and  highly organized 

• Capable of working well with individuals at all levels in the organization, as well as customers 

• Has excellent written and verbal communication skills 

• Has confidence and ability when it comes to decision making 

• Is cool under pressure whilst being comfortable working in a remote team environment 

• Has the ability to work consistently and effectively in an environment that is undergoing constant change and improvement. 

Your experience:

• Previous/current experience working as a network operations team leader within a 24/7 internet service provider environment 

• Experience in the following; ITIL/ITSM, Network engineering, MPLS networks and Service desk management 

• Knowledge of network monitoring and management systems 

• Experience leading 24/7 technical teams across a scheduled rota 

• Comfortable with the Atlassian Suite/JIRA/JSD/OpsGenie or similar. 

• Experience in Telecoms 

• ​Strong understanding of network principles  

• Knowledge of switching & routing protocols and an in depth understanding of supplier / vendor relationship management 

• Have a good knowledge of networking, including physical, switching, routing (OSPF, BGP), transport layers and firewalls 

• Have an in-depth understanding of RADIUS protocol 

• Have an in-depth understanding of Wi-Fi standards and general Wireless principles 

• Ability to multi-task and deal with a combination of fault types at any given time 

It would be nice to also have but not essential:

• A good working knowledge of high availability protocols and design, on both Layer 2 and Layer 3 

• Knowledge of Linux (Ubuntu or Centos) systems administrations skills 

• Practical capability of SNMP protocol 

• Practical capability of VPN and tunnelling technologies 

• An understanding of security protocols and firewalls 

• Knowledge of Programming and scripting ability, preferably Python and PH 
• CCNA  

We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.

At Wifinity we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience.

This advert can be available in other formats (upon request) for those who require it, please contact jobs@wifinity.co.uk for assistance.