Salary: 15,000 - 15,000 GBP per year Requirements:
* Highly numerate and literate, with excellent written and oral communication skills.
* Excellent interpersonal skills with the ability to relate to and work closely with colleagues, clients, and suppliers at all levels of the business hierarchy.
* Must be PC literate and competent with Word, Excel, Visio, and MS Project.
* Good knowledge of SLAs and reporting.
* Experience in working under pressure and to fixed deadlines.
* Strong problem-solving skills and experience in carrying out trend analysis.
* Experience in leading a 24x7 NOC/NMC.
* Good planning and prioritization skills.
* Experience of ITSMs is desirable, specifically Salesforce.
* Ability to manage key business and IT stakeholders, providing support and direction where needed.
* ITIL qualifications are desirable.
Responsibilities:
* I will motivate, lead, coach, and support my team, fostering accountability and responsibility while ensuring that team performance is held to the highest standard.
* I will undertake or support rapid restoration of operational telecoms network fault resolution within SLA (and prior to critical Service failure where possible).
* I will proactively manage, monitor, and report on team performance daily, weekly, and monthly, providing feedback results and using them in regular coaching aligned with the NMC Operations Manager.
* I will take overall proactive responsibility for technical support and issues arising within the operational telecoms environment, working with the associated Service Desks for incident resolution and diagnostics.
* I will manage staff, rotas, and daily operations to ensure appropriate resources align with service standards.
* I will train team members on internal systems, products, and processes.
* I will ensure all customer communications are logged in the call logging database; tickets are created and updated with accurate information; and customer courtesy calls are made upon completion of tasks.
* I will ensure incidents are escalated according to the Operational Procedures Document as required.
* I will ensure that all incidents are managed correctly in terms of customer SLAs, maintaining and exceeding customer expectations.
* I will investigate all generated alerts and communicate effectively in accordance with Operational Procedure Documentation.
* I will assist with analyzing the root cause of faults and producing detailed RCA reports.
* I will build and maintain trusted relationships with key customer stakeholders.
* I will deputize for the NMC Operations Manager when required and attend customer meetings as needed.
* I will be an active stakeholder in the continuous business improvement program, feeding in all improvement opportunities identified during daily activities.
* I will perform additional duties as needed to ensure operational targets are met.
Technologies:
* Support
* ITIL
* Mobile
* Network
* Salesforce
More:
At Magdalene, we operate as a Telecommunication Infrastructure Services Company, part of the Telecom Division of M Group Services. We specialize in the full network lifecycle, delivering Managed Services and Projects for both fixed and mobile infrastructure networks across operator and utility markets.
We are committed to development and reward opportunities for those with the passion, enthusiasm, and work ethic to leverage them. Our benefits include 25 days of annual leave plus bank holidays, a 4% matched pension scheme, 2x salary life assurance, access to our staff discount portal, a health cash plan, a cycle to work scheme, an employee assistance program, a recruitment referral scheme, payroll giving, and enhanced family leave.
As a member of the Disability Confident Scheme, we welcome applications from individuals who identify as having a disability or long-term health condition and encourage candidates to communicate any reasonable adjustments needed during the application and recruitment process.
We are also proud holders of the gold award under the Armed Forces Employer Recognition Scheme and are especially interested in hearing from candidates who are currently serving in the military, as well as Reservists, Cadet Forces Adult Volunteers, ex-forces personnel, and military spouses or partners.