NOC Team Leader
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We’re building an inclusive work environment
Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.
We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
The hiring manager for this role is Lou Lam, we are currently not seeking agency support to fill this role.
The role
We're looking for a dedicated, experienced technical leaders to join our Network Operations Centre as a NOC Team Leader. This is a new role within NOC. The TL will take responsibility for half of the NOC Engineers and their direct line management. In addition, this role is a technical escalation point and is crucial in incident management.
The Zen Internet NOC is a 24/7 onsite function based at our head office in Rochdale. This role is Monday - Friday, covering between the hours 8am - 6pm between the Team Leaders, but with an expectation of flexibility where required to cover shifts (for which an additional shift allowance is payable).
The NOC Team Leader is a central role in ensuring the effective day-to-day running of the 24/7 Network Operations Centre. The NOC Team Leader will take responsibility for the direct line management of several of the NOC Engineers and be an escalation point within the department.
This role reports directly to the NOC Manager and forms part of the broader Network Operations Centre, which includes the network and infrastructure coordination and change management functions. The role is based onsite at the Zen Internet Head Office at Sandbrook House, Rochdale, and is a Monday – Friday role, with cover required between 8am – 6pm between two Team Leaders. The role will occasionally require weekend and Night work for which an additional shift allowance will be paid.
Objectives
- To be a technical leader within the NOC team responsible for 24/7 NOC rota and line management of NOC Engineers.
- To focus on the development of processes and workflow analysis within NOC department.
- To be the first escalation point within NOC.
Key Responsibilities
- All aspects of line management of a team of 24/7 NOC Engineers including: 1:1s, holiday approvals in line with an agreed rota, six month reviews, absence management etc.
- Escalation contact for NOC engineers, internally within Zen and externally with suppliers and wholesale customers.
- Ensuring full shift 24/7 cover in the NOC.
- Supporting NOC through the consolidation of monitoring systems and moving to a more streamlined way of working.
- Ensuring NOC adherence to agreed SLAs and quality standards.
- Attendance and input at supplier service reviews.
- Acting as incident manager during major incidents and taking an active role in the post incident review process.
- Willingness to step in where necessary to ensure shift cover.
Skills & Experience
- Experience working in a technical role within an ISP, Telco, or Managed Services environment.
- Good understanding of the role of the Network Operations Centre with familiarity of datacentre environments.
- Previous experience of leading and coaching a technical team with experience of providing structured feedback.
- Understanding and experience of various network monitoring systems.
- Experience of managing shifts to ensure full cover, ideally with 24/7 experience.
- Experience of incident management.
- Approachable and pro-active with excellent interpersonal skills, experience building inter team relationships.
- Excellent communication skills – both written and verbal.
- An ability and interest in understanding new technologies and integrating them into existing workflow and processes.
- An ability to explain technical content to non-technical audiences.
- A genuine interest in continuous improvement with excellent analytical skills to spot and progress improvement opportunities within the team.
About Zen
At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.
Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.
Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.
We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we’re a certified Great Place to Work TM and B Corp Certified!
Our Benefits
Free Zen broadband
Award winning broadband for free
Your Birthday off
Let’s celebrate!
Salary reviews
every 6 months
Continuous Learning & Development
Over 13,000 courses available across all areas
Discretionary bonus
on company performance
Charitable
Days
Two paid days a year for volunteering
25 days annual leave
(with option to buy/sell up to 5 days)
Pension
5% of salary paid by Zen, minimum of 3% paid by employee
20% Discount on local nursery (Rochdale office only)
Mobile Phone Discount
10% off all plans with Honest Mobile
Private medical healthcare
with Benenden (Cash Plan also available)
Travel loan scheme
Spread the cost of travel
People Friendly Policies
From enhanced maternity to menopause
Flexible Critical Illness
Financial protection if the worst were to happen
Car Salary Sacrifice
Hybrid & electric cars from Tusker
Life
Assurance
X2 as standard with the option to flex up
Retail
Discounts
100s of discounts from top brands
Electric Car Charging Points
Six electric car charging points onsite at Rochdale
Payroll
Giving
Tax free donations to charity through your salary
Cycle2Work scheme
Save on cycling
Free Drinks
Free tea and coffee from our office kitchenettes
Free
Parking
Available at our Rochdale office
Team Engagement
For everyone per year towards team social events
Life @ Zen
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