Network Operations Team Manager


Tom Phipps

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Key Accountability & Responsibilities

  • Develop processes, policies, and standard operating procedures to enable effective and efficient service activation, network configuration, technical fault troubleshooting and resolution.
  • Responsible for mapping each of the key Customer technical touch points underpinned with the network topology and relevant monitoring triggers.
  • Define and develop reporting measures against the key SLAs and KPIs underpinning our customers experience.
  • In line with Business forecast to be able to recruit and develop an empowered, resilient and passionate Network Operations team, with the aim of covering 24/7 support.
  • Responsible for Major Incident management leading war room and seeing through the problem management process, leading timely root cause analysis.
  • Develop and design network and system specifications and processes.
  • Day to day management of Network operations team covering a wide range of activities, from commissioning, configuration, routing, IP management, technical fault triage and resolution from core network through to customers device.
  • Developing and maintaining network documentations, working alongside the build and network design team.
  • Develop processes to support the field installation and customer service team, enabling timely resolution and effective communication.
  • Responsible for developing DR/BCP processes and maintaining network availability.

Knowledge & Skills

  • Recruiting, developing and leading a multi-disciplined Technical Network Operations team.
  • Ability to work with new technologies and demonstrates advanced networking skills.
  • Excellent knowledge of networking, including physical, switching, routing, transport layers and firewalls.
  • Strong in-depth understanding of RADIUS protocols.
  • Ability to develop processes to deliver a 1st contract resolution and timely triage of faults, ensuring customers services team are informed through to resolution.
  • Ability to coordinate resolution of actions across all teams.
  • Ability to lead Major Incidents through War Rooms along with supplier and technical teams driving timely restoration of service and providing timely and quality communication to internal stakeholders and customers.
  • Ability to lead problem management process driving root cause analysis of common faults to eradicate and mitigate reoccurring incidents. This includes trend analysis and holding stakeholders to account.
  • Ability to design and develop monitoring capability of all relevant network elements with the aim of being proactive and to drive timely in fault identification and resolution.
  • Excellent knowledge and experience in developing change management process and running regular CABs across network and systems.
  • Ability to liaise and deal with stakeholders at all levels both internal and external.
  • Exceptional verbal and written communication skills.
  • Strong knowledge of Home networking i.e. home network setup, IP protocols, servers, router, Wi-Fi configuration and resolution techniques.
  • Ability to translate technical language to non-technical stakeholders and customers.
  • Ability to develop, coach and mentor the Network operations team.
  • Ability to demonstrate strong team management skills and previous experience of operating within a 24×7 NOC along with managing major incidents and driving root cause.
  • Ability to develop and produce analytical weekly and monthly reporting along with service improvements to address deviations from SLA and KPI measures.
  • Ability to project manage and deliver service improvements.

Qualifications & Accreditations

  • Experience working in Network Operations for an ISP
  • CCNA, CCNP, CCIE or equivalent
  • ITIL v3
  • Six Sigma awareness desirable

If you wish to apply for this position, please email us at