Job Requirements
Title NOC Team Lead
Role RecruitGibraltar are currently helping our client who is a long established and reputable gaming company who offer long term career growth, excellent salary, relocation assistance, and a rewarding working environment where you can make a real impact. They need a Network Operations Centre Team Lead who will be responsible for managing the day-to-day activities of the Network Operations Centre, with the primary focus being on Incident Management and Infrastructure monitoring.

Key Responsibilities / Duties:

This role is a component of the IT Infrastructure Department and as such the post holder is required to offer a 100% customer focused service at all times.
Ensure resources are supporting the availability of all in house and hosted systems infrastructure and services within the area of responsibility 24x7, maintaining the shift Rota for the NOC team.
Implement a new ROTA pattern for 2017 to reduce 12 hour shifts.
Review new technology, participate in software demos to improve our service
Work within Metric and SLA conditions ensuring we limit unnecessary alarms and fault alerts.
Implement a monthly QA system, backed with 5 weekly ticket reviews.
Provide a client-focused, efficient and effective technical support service to clients.
Manage and resolve client escalations when required, with authority to escalate tickets to third line channels and the IT Management Team.
Manage the notification system, ensuring appropriate communication is distributed to relevant teams.
Maintain successful operation (including planned and unplanned change control) of all services, ensuring all SLAs are maintained and ensuring Customer communication is proactive.
Ensure uninterrupted access to quality, efficient, high performance Network/Infrastructure services for all functions at one or more locations.
Implement and manage the emergency call out process and system. Implement an annual DR test scenario to spot weaknesses and areas of improvement.
Overall ownership of Incident Management including Major Incident Management, achieving First Time Fix Rate targets and overall response times whilst assisting with the overall availability targets of all services within the area of responsibility.
Provide staff/technical leadership and project management of relevant projects.


Experience & Qualifications:

Must be flexible, with regard to working hours.
Substantial and relevant experience of supporting network and infrastructure services and solutions, including liaising, from a support viewpoint, with 3rd Party Suppliers.
Deep and broad understanding of the IT service industry
Prior exposure to working with clients in the Internet sector
The ability, through credibility and expertise, to secure substantial customer engagements and drive growth.
Good client facing and client management ability with highly-developed communication and conflict-management skills
Comprehensive understanding of project life-cycles relating to Internet service provision, IT infrastructure, and hosted environments.
Service Management skills including understanding of SLAs, KPIs and a broad understanding of change management, incident management, problem management and risk management processes.
Tactically astute with a controlled sense of urgency.
A high level of technical competency is required in Windows server/Desktop, Unix/Linux, Cisco Network infrastructure, issue tracking software and monitoring tools.

The position is full-time (40 hours per week) including shift work.

Salary circa 55k based on experience plus bonus with an excellent relocation package and private healthcare.
Job Industry IT Internet and Technology
Location Gibraltar
Job Status Active
 
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