About the position
We're looking for an experienced Network Infrastructure & Operations Team Leader to guide and support our Operations team, providing technical leadership across network, security, and voice infrastructure while delivering excellent customer service
Responsibilities:
TeamLeadership
- Providetechnicalsupportinmanagingkeyoperationalsystemssuchasservicedeskand monitoringsystems
- AssistOperationsManagerinmanagingadhocrequestsforoperationaltechnicalresourcesand support and management of technicalresource allocation
- Provide operational supportforcustomers,resolvingincidents, problemmanagement, managingservicerequests,andactivelymonitoringinfrastructureservices
- Provide technical assistance and guidance to Level 1 & 2 Operations Engineers to ensure continuous upskill and knowledge sharing
- As required, assist with customer and vendor engagement including service reviews and vendor escalations
- Work with the broader team, to provide reporting for key metrics related to operational performance
- Assist with induction of new staff during the probationary period
- Provide insight and feedback to the Operations Manager to assist in the conduct of staff quarterly reviews
- As required, work with the Operations Manager to participate in the assessment and reviewof probationary staff reviews
- As required, participate in interview process for new operations staff
- Deputising for Operation Manager during times of absence
InfrastructureSupport
- Using appropriate tools and resources to troubleshoot IT infrastructure problems and outages
- Work with customers and staff for problem resolution.
- Engage with vendors as necessary to resolve network, security, system and voice faults and performance issues
- Build relationships with all stakeholders internal and external
- Participate in support and on-call schedules and rotas as required
- Provide technical escalation support for operational issues
- Provide technical assistance and customer engagement in the management and resolution of critical incidents to ensure early restoration of service through technical resolution
- Provide technical assistance and customer engagement in the management and resolution of tickets raised by key customer accounts
InfrastructureEngineering
- Perform maintenance and system upgrades for company network, security, systems and voice infrastructure
- Configuration of network, security and voice equipment and systems
- Work within established configuration and change management policies to ensure success of network changes
- Assist in the installation of equipment and provisioning of new services as required
- Participate in departmental meetings, training sessions and company activities as required
- Use appropriate configurations, tools and follow relevant procedures to assure the security of the infrastructure
- Work closely with broader team to provide support for core and customer engineering projects
- Proactively highlight and escalate any observed vulnerabilities within the companiesinfrastructure
- Participate in the installation, configuration, maintenance and ongoing management of network, security, hosting and voice equipment as required
Desired Skills:
- Network
- Infrastructure
- Operations
