Network Operations Centre Manager (NOC Shift Manager)

The role

In this exciting role of Network Operations Centre Shift Manager, you’ll lead, manage, and develop a team of 24/7 Shift Engineers to ensure key performance targets are met and they keep our network and systems running for our customers.

The shift pattern is 4 on 4 off, consisting of 2 days 07:00 to 19:00 then 2 nights 19:00-07:00, with day shifts based in our state-of-the-art Network Operations Centre (NOC) and the rest working from home.

This is an ideal and rare opportunity for an ambitious Network Operations Centre Manager, Team Leader or Senior Engineer to join a market-leading provider with cutting-edge technology.

The team

Working in Service Operations within TalkTalk Technology, our Network Operations Centre (NOC) - or Integrated Operations Centre (IOC) as we call it - is at the heart of the business.

Operating 24/7 365 days a year we make sure that when things go wrong for our customers and colleagues, we minimise the service impact, by promptly identifying, managing, and communicating issues to resolution.

Key responsibilities

• You’ll be accountable for monitoring and maintaining the Network and IT Infrastructure across your shift and be actively responsible for allocating work and resources, whilst following incident management processes, and identifying and responding to complex/escalated issues and assignments.

• Accountable for ensuring scheduled checks across the network and operational reporting, you’ll support your team in selecting appropriately from applicable standards, methods, tools, and applications to ensure services remain at an optimum operational level.

• You’ll represent and champion customer needs, whilst interacting with and influencing the team, internal colleagues, and suppliers to ensure the success of team objectives.

• Managing and leading your team, you’ll allocate tasks and support their development, whilst monitoring progress against agreed quality and performance criteria, as well as developing your own knowledge and skills.

• You’ll support team members in building and maintaining a skills framework, advising on the required outcomes for learning and development, as well as monitoring continued professional development and ensuring achievements and capabilities are recorded.

• Accountable for attending departmental and company huddles and demonstrating an appreciation of the wider business context, you’ll support the team with their understanding and present technical and non-technical information to various audiences.

• You’ll be responsible for ensuring the security and integrity of network & IT systems by adherence to the company's Information Security policies and procedures, be authorised to access and make changes on live equipment and approve engineer access to TalkTalk and third-party data centres.

To be successful in this role

Essential:

• Proven as a Network Operations Centre Manager, Team Leader, Senior Engineer or similar within IP, transmission and/or voice incident management and/or engineering.

• Excellent people, stakeholder management, customer service and problem-solving skills.

• Effective communication skills, with the ability to clearly communicate precise messages. A positive mindset and attitude, motivating and inspiring creativity in self and others.

• Able to delegate effectively, including setting goals, encouraging teamwork, and prioritising routine and non-routine critical tasks.

Desirable:

• Line management, coaching and mentoring.

• Incident and escalation management experience.

If this Network Operations Centre Shift Manager role sounds like you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.