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Network Operations Manager

JR007798

Network Operations Manager
• The Network Support team is responsible for the day-to-day operation and maintenance of the network and security platforms that underpin our clients’ critical IT services enabling our clients to be great at what they do.
• The Network Support team brings together a diverse group of people to make a compelling team dynamic. Working with highly skilled people who are cross-skilled in multiple technologies you’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career.
• You’ll work on a diverse mix of client network architectures exposing you to multiple vendor network and security technologies including the very latest cloud technologies.
• In this position, you’ll manage and develop team Network Support Engineers responsible for supporting the network infrastructure of Ensono’s clients. With your leadership, guidance and mentoring they will deliver a responsive and exceptional support service for client events and requests.
o Responsibility for management/escalation of operational issues within the Network Support organization
o Manage the resolution of complex technical issues
o Ensuring clients & partners are updated on status of issues
o Deliver a responsive and effective support service for client incidents and service requests ensuring escalation to relevant teams in line with SLAs

Key Responsibilities

  • You'll work with your team to ensure that they are aware of SLA’s and other performance targets
  • You will be monitoring individual and team performance against agreed targets
  • You will be responsible for ensuring your team are fully adherent to all ITIL processes
  • You will manage and direct the day to day activities of the support engineers
  • You will own recruitment and induction of new starters (working with HR)
  • You will be responsible for on-the-job coaching of team members in their development
  • You will provide a lead role in staff development through training, performance appraisal and team building
  • You will ensure adherence to internal processes
  • You will develop and maintain good communications within your team and across teams
  • You will act as escalation point for major incidents
  • You will work with the team to standardize and improve working practices
  • You will ensure incident calls are being progressed in correct technical directions in timely manners
  • You will ensure that delivering under/over our agreed services is monitored
  • You will provide 2nd level technical support and ensure that escalated calls and issues are responded to within defined service levels and call management guidelines
  • You will utilize and liaise with third party suppliers and support functions
  • You will ensure support engineers, clients and partners are updated on the status of issues
  • You will oversee implementation of changes to customer solutions
  • You will identify and provide technical training to your team as needed

Skills & Knowledge

  • Experience in customer operations teams, for at least 5 years
  • Excellent client communications skills
  • Experience in supporting high availability customer-focused environments
  • Excellent team working skills are essential
  • Very good troubleshooting skills and experience
  • Ability to multi-task and work well under pressure
  • Degree education or equivalent experience
  • Fluency in English
  • Demonstrable track record of the support and troubleshooting of Data Centre network infrastructure using Cisco routing and switching technologies
  • Knowledge and experience of firewalls: Cisco ASA, Check Point and/or Palo Alto
  • Knowledge and experience around VPN technologies
  • Knowledge and experience of load balancers: F5 LTM and/or Citrix NetScaler
  • Knowledge and experience of cloud platforms – AWS, Azure, Google Cloud
  • Experience of utilizing a ticketing system
  • Knowledge and experience of ITIL standards

JR007798

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