IT Operations Manager

Location
Cardiff, CF15
Salary
Up to £55,000 per annum (including benefits)
Posted
15 Aug 2017
Closes
12 Sep 2017
Clearance Level
BPSS, DV, None / Undisclosed, SC
Job Type
Permanent

About Net Consulting

Net Consulting Ltd is a leading IT consultancy specialising in Performance Management, Cyber Security and Managed Services. Joining our Head Office team based in Cardiff, the role will be providing IT support to our internal teams, with an initial personal development route towards building and supporting systems utilised for customer engagements.

 

Roles & Responsibilities

  • Operational Oversight of L1, L2 and L3 engineers
  • Own Managed Service Escalations
  • Level 1 escalation point for NCL Managed Service Escalation
  • Review performance against SLS (Service Level Standards)
  • Review technical operations such as performance, capacity, and configuration
  • Identify opportunities to improve service delivery and add more value to customers
  • Identify opportunities to improve the efficiency of service delivery
  • Work together with the SDM to apply operations governance best practices particularly with regard to Change Management
  • Mentor technical staff & new joiners
  • Support SDM to build a long-term strategic relationship with the customer
  • Work with operational delivery teams to: 
    • Ensure smooth implementations of changes
    • Ensure low failure rate during Implementation of Change
    • Reduce risk of incidents caused by Changes
    • Reduce testing time and cycle
    • Reduce requested downtimes
    • Ensure better scheduling and usage of internal resources
    • Generate documentation & knowledge base articles
  • Provide General Operational assistance, including: 
    • Support and Maintenance of Customer Change Management Calendars
    • Manage remedial actions resulting from technical & SLA (Service Level Agreement) reviews
    • Ensuring progression of Important tasks
    • Provide support to relevant groups during time of Customer Escalation
    • Contribute to NCL Reporting

 

Skills, Knowledge and Experience

  • 5 years’ Experience working managing a NOC setup required. Some previous SDM experience a benefit
  • Incident and problem management experience
  • Experience working directly with customers in an IT services environment
  • Knowledge of Riverbed tools or background in Cyber Technologies would be beneficial
  • Proven ability to develop a trusted relationship with the customer 
  • Experience working in a matrix team environment with ability to drive initiatives and influence across organisational and geographic boundaries
  • Excellent English written and verbal communication skills
  • ITIL training or certification is consider an advantage
  • Working knowledge of relevant network protocols (e.g. TCP/IP, UDP, NFS, NTP, OSI, VPN, NAT, TLA)
  • Understanding of multiple operating systems such as HP-UX, Solaris, & Linux

 

What Net Consulting Offer

  • 33 days' holiday per annum (pro rata, including Bank Holidays)
  • Benefit options (e.g. contributory pension scheme, Private Medical Insurance, Life Assurance, Health & Wellbeing)
  • Brilliant opportunities to take on more responsibility and long term career prospects