ABOUT WESSEX INTERNET

We are a fast-growing, innovative Internet provider, delivering full-fibre broadband across rural areas in the Southwest, including Dorset, Somerset, New Forest, and now expanding our network into Wiltshire. Dedicated to delivering lightning-fast broadband to thousands of countryside homes and businesses, we are different to most Alt Nets in that we design, build, and operate our own network to ensure every connection meets our high standards.
Late last year, we celebrated an exciting milestone in connecting our 10,000th customer to our full-fibre service. This achievement highlights our commitment to exceptional customer service and is reflected in our customer reviews and trust pilot scores.
We’re a growing business built on teamwork, where each contribution is valued and has a part to play in our successes. With a focus on personal and professional growth, we offer endless opportunities to make an impact. As we continue to grow, we are seeking passionate individuals to join our team.

REQUIREMENTS

• Previous experience as NOC Manager or demonstrable technical team management experience
• Proven track record of leading and delivering improved or sustained performance
• Confidence to support positive working culture and uphold Wessex Internet Values
• Knowledge and experience of dealing with data and connectivity products & services.
• Accustomed to working in a multi-vendor environment.
• Ability to work in a dynamic and fast paced environment.
• A full UK driving license
• ITIL v4 Foundation Qualification

ABOUT THE ROLE

We are looking for an ambitious NOC Manager to lead our Network Operations team based at our Blandford Headquarters, 40 minutes north of Bournemouth.
The successful candidate will have a background in network operations, preferably within an ISP environment and have experience managing technical customer support teams.
Wessex Internet is passionate about providing best in class customer experience and we see the response to technical and network issues as central to delivering on that promise. Reporting directly to the CTO this role will be responsible for defining the professional approach to network operations as we grow and leading the team to improve our systems and processes to provide an ever-better service in an ever more efficient manner.
The successful candidate will undergo a structured induction and agree a probationary training plan. At Wessex we’re proud to offer on-going development and career opportunities.

RESPONSIBILITIES

• Responsible for company’s NOC teams ensuring effective management of staff and performance
• Development and enrichment of processes and procedures
• Identify and act on opportunities for continual improvement and continual development to incident response and technical network support
• Setting operational network KPI’s/OKRs and personnel targets with the CTO and ensuring those KPI’s and targets are met
• Develop operational process and procedures as new technology is brought online.
• Oversee the monitoring, management and response to alarms and incidents across the network, including ensuring appropriate customer updates are provided in line with SLAs and Targets
• Pro-active and Re-active management of 3rd party network provider faults and problems
• Manage technical aspect of enterprise customer on boarding and in-life management.
• Identify and feedback on issues/challenges which may hinder the team’s progress.
• Ensure teamwork is undertaken in a safe manner and that any opportunities for improvement to Health and Safety practices are agreed with the H&S Manager
• Developing existing Network management and ticketing tools on a CI/CD basis
• Performance management of the network utilising existing tools to provide detailed reports.
• Provide detailed technical solution support to Sales team, POC for any technical queries regarding network and service capabilities.
• Worth with the CTO to further develop and enhance current and future internal and externally facing products and services.
• Product & service roadmap development ownership, responsible for the identification of new products and services from concept to launch.
• Planned Works coordination with internal and external parties ensuring customers are at the forefront of any impacting service changes.
• Proactive day-to-day management of network engineer location whereabouts to enable effective fault management.

ADVANTAGEOUS TO THE ROLE:

• Network and security qualifications (CISSP, CCNA/P)
• Exposure to ITIL or eTOM frameworks
• Change Management experience.