Network Operations Manager
Sword Group
- Aberdeen
- Permanent
- Full-time
- This is a client facing role and will require technical knowledge and experience of deploying and supporting Cisco Network and Security products, Cisco Nexus data centre infrastructure alongside other vendor firewalls (Checkpoint/Fortinet/Palo).
- Ability to discuss technical questions with customer and Sword Ping internal teams.
- Work closely with internal and external teams to supervise all aspects of service, across managed service and project delivery.
- Coordinate the communication and actions required for service enhancements, planned changes and service upgrades.
- Take ownership of high priority or escalated issues that requires careful stakeholder management and communicating status of those to the wider audience.
- Facilitate risk assessments to identify, assess and mitigate the risk of service gaps.
- Manage customer expectations and be accountable for the quality of service delivery and customer satisfaction as per agreed contractual SLAs.
- Be the conduit for communications between internal and external teams, acting as escalation point when required.
- Responsible for managing the workload for aligned resources.
- Alongside Service Delivery Manager, produce regular service reports and ensure effective controls are in place to continually evaluate our service performance, calling out any key risks or issues.
- Participate in service meetings and Change Advisory Board meetings, and ensure actions are documented and carried out.
- Co-ordinate and support continuous improvement initiatives and enhancing customer experience. Encourage buy-in from key stakeholders and help coordinate engagement.
- Promote engagement from all stakeholders.
- Supervise the delivery of all technical services
- Point of contact between Sword and the customer
- Stakeholder management
- Support case escalations
- Track and support work plans
- Promote Customer satisfaction
- NOC support
- Projects support
- Network professional with 5+ years experience
- Proven experience of Cisco (and other vendor) networking technologies, switching/routing/wireless/security.
- Experience of supporting large scale multi-site networks.
- Experience of customer account management.