NOC Manager

We have recently established a NOC team and now looking for an experienced NOC Manager to join us with a key focus on setting up and prioritising NOC activities and look for new opportunities to bring in work from other internal departments to automate and streamline the customer experience.

To be successful, you must have experience of leading a 24/7 NOC team, be a natural communicator, motivator and focussed on delivery and value. This role will not be working on a 24/7 shift pattern however is expected to be available as required.

Key Responsibilities

• Lead a successful NOC operations team ensuring processes, procedures and monitoring is in place and continually reviewed and effective
• Develop a high performing team ensuring skills and experience are up-to-date, people are progressed and the shift is rostered
• Ensure the NOC team are compliance in all areas and “audit ready” and take the lead in all audits
• Be the formal point of escalation for clients when required, in response to internal and client feedback
• Work with internal stakeholders to promptly investigate and satisfactorily resolve client complaints to an acceptable outcome
• Service Management Processes
  • ensure Major Incidents are led and managed effectively
  • ensure the NOC team executes and adheres to the appropriate ITIL processes Incident, Problem and Change Management
  • ensure escalations are carried out within documented guidelines
  • Submission and Reporting of performance statistics, SLAs, infrastructure, business improvements and staffing issues within the required deadlines.
  • Meeting service targets as agreed in the Key Performance Indicators
  • Actively Continuous Service Improvement
  • Presenting to Senior Management daily/weekly/monthly as required.
  • Improving Customer Satisfaction by focusing on the customer’s needs
  • Ensuring the provision of regular technical updates with respect to all on-going major incidents until such time as there is an agreed workaround in place

Knowledge/Skills/Experience

• Degree or equivalent in IT desirable
• Proven management experience within a complex IT service management environment
• High level of general technical knowledge; able to be credible when working with experts
• Demonstrable experience in implementation or management of technical functions within an ITSM environment, ideally ITIL v.3 library and its operational deployment. (supported by qualifications)
• Disciplined and organised: able to manage and motivate a team to produce the highest quality of service others in a busy and changing working environment
• Leadership, enthusiasm and willing to support the development of other technical engineers.
• Diplomacy and communication skills: necessary for the effective management of client communications from documentation to Customer face to face
• Personal leadership with excellent interpersonal and communication skills
• Resource planning (incl. shift and rota planning)
• Ability to prioritise and deliver results under pressure
• A positive attitude, which inspires confidence and trust from the Support Team, fostering the values of ownership, responsibility and professionalism

UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance.

To apply, please click here and send us your current CV and a covering note detailing your current salary and the reasons you wish to join us. We look forward to hearing from you.