About the position
My client is seeking a Network Operations Shift Manager to manage network operations 24/7/365, coordinate shift workers, including site monitoring, corrective intervention tickets and Tier 2 network operations support requirements, including escalation management. This is a 12-month contract.
- Relevant qualification
- Background in overseeing network infrastructure.
- 3 - 5 years’ experience in coordinating shifts, managing resources effectively, and optimising workforce schedules.
- Substantial technical expertise in network operations, including hands on experience with network monitoring tools and technologies.
Core competencies, knowledge, and experience:
- Ability to effectively coordinate shift workers, ensuring seamless transition and coverage. Familiarity with scheduling and managing resources for round-the-clock network monitoring. Expertise in site monitoring, understanding the key performance indicators and responding to potential issues proactively.
- Knowledge and skills in handling corrective intervention tickets promptly to address network disruptions.
- Ability to troubleshoot and resolve network issues efficiently.
- Proficiency in providing Tier 2 network operations support, including resolving complex technical issues.
- Understanding of network protocols, technologies, and configurations.
- Competence in managing escalations, ensuring timely communication and resolution of critical network incidents.
- Ability to collaborate with higher-tier support teams and external vendors.
- Strong communication skills to convey technical information clearly to both technical and non-technical stakeholders.
- Take accountability for 24/7 monitoring of the network infrastructure to identify and address potential issues promptly.
- Manage and coordinate shift workers effectively to ensure continuous coverage. Accountable for scheduling and optimising resources during various shifts.
- Responsible for handling corrective intervention tickets, diagnosing network problems, and implementing solutions to minimise downtime.
- Take accountability for providing Tier 2 network operations support, resolving complex technical issues within the defined service level agreements.
- Manage escalations efficiently, ensuring proper documentation and communication with relevant stakeholders.
- Accountable for coordinating with higher-tier support and external vendors when necessary.
- Provide regular performance reports on network operations, highlighting key metrics, incidents, and resolutions.
- Accountable for maintaining accurate and up to date records of network activities.
Desired Skills:
- Systems Analysis
- Complex Problem Solving
- Programming/configuration
- Critical Thinking
- Time Management
