Noc Manager

Due to the continued success and expansion of Magdalene we have an exciting opportunity for a NOC Manager to be part of our Network Operations and Maintenance team based in Kirkintilloch. The NOC provides 24×7 support in the utilities sector for

Magdalene is a leading telecom services supplier offering a complete end to end service across the UK and Ireland. Magdalene provides specialist services to our clients in the fixed, mobile and utilities infrastructure networks for both public and private sectors of the market. Our services include acquisition, design, construct, rigging, first line maintenance, managed services, capital project delivery, complete network outsourcing, smart metering and satellite solutions.

The role & responsibilities:

As the Network Operations Centre Manager, you will report into the Head of Service and be responsible for managing our 2nd and 3rd line support teams,

You will:

• You will be accountable for the successful running of our Network Operations Centre and have the key responsibility of managing, developing, and enhancing our NOC support offering to
• You will also be exposed to a variety of technologies; no two days will be the same and you will have the opportunity to work closely with our client in the Utilities sector.
• Your responsibilities will be:
• To deliver an ITIL aligned, best-in-class service at all times
• Ensure that the NOC teams successfully meet the various SLAs for our client
• Create, develop, and present weekly, monthly, quarterly, and annual reports to clients and internal stakeholders as required
• Conduct face to face service review meetings with service stakeholders as required
• Review ongoing progress of all NOC staff to ensure they continue to grow technically, progress within the Company, and clients continue to receive the highest levels of service delivery across all supported contractual items
• Act as an escalation point for incidents, change and problem management, which include dealing with the client directly, attending client meetings and intervening in helpdesk tasks to resolve problematic issues
• About you:
• You will have experience of successfully managing the day-to-day operations of a busy Network Operations Centre and/or Service Desk function, whilst demonstrating excellent management skills. This includes conducting Personal Development Plans, KPI and objective setting and Recruitment.
• You will be technically minded and be able to drive major incidents, problem resolutions and prepare root cause analysis reports for both internal and external stakeholders
• You will have a clear understanding of IT specific Service Desk practises (Incident, Change, Problem management)
• Experienced in managing major incidents and running major incident teams
• Demonstrate exceptional communication skills, both written and verbal, that can be tailored to all levels
• Ability to adapt to versatile work environments with the ability to prioritise, enabling you to achieve pre-agreed deadlines
• Previous experience of building effective working relationships with internal and external stakeholders
• You will demonstrate an energetic, passionate and drive to consistently meet or exceed the standards of a Network Operations Centre Manager