Network Operations Centre Manager

About Wessex Internet

Wessex Internet, a dynamic and rapidly expanding Internet Provider in the South West and revolutionising full fibre broadband deployment in rural areas. Committed to delivering lightning-fast broadband to thousands in the countryside, we design, build, and manage our own cutting-edge FTTP network. We are delighted to be expanding our Network to over 10,000 homes in the New Forest with connections set for early 2024.

Recipient of multiple awards, including Overall Fibre Provider of The Year 2023, Wessex Internet has doubled in size over the last 18 months. Despite our rapid growth, we prioritize maintaining excellent customer service and invest in staff development. Our commitment to creating a great workplace earned us a finalist spot in the 2023 UK Fibre Awards for the Best Company to Work for.

As part of our vision to enhance the broadband experience, we are actively recruiting individuals to join our innovative team. Wessex Internet fosters a collaborative environment where each contribution is valued, providing ample opportunities for personal and professional growth. If you're passionate about transforming the broadband landscape and being part of an award-winning company at the forefront of the industry, Wessex Internet is the place for you! Join us in this exciting time as we continue to shape the future of internet provision.

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
• Setting operational network KPI’s and personnel targets with the CTO and ensuring those KPI’s and targets are met
• Identify and act on opportunities for continual improvement to incident response and technical network support
• Developing 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 providers
• Manage technical aspect of enterprise customer on boarding, in-life management
• Identify and feedback on issues/challenges which may hinder the team’s progress
• Ensure team work 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 continuous improvement basis
• Performance management of the network utilising existing tools to provide detailed reports

Requirements

• Previous experience as NOC Manager or demonstrable technical team management experience
• 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

Advantageous to the role:

• Network and security qualifications
• Exposure to ITIL or eTOM frameworks
• Change Management experience

Benefits

• 25 days of annual leave
• The option to buy or sell an additional 5 days holiday
• Enhanced Family Pay
• Private Medical Insurance
• Life Assurance
• Income Protection
• Cycle to Work Scheme
• Tech Scheme
• Opportunities to progress your career - we’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we’ll help you reach your potential
• Regular social events
• 75% discount to Wessex Internet package

Salary: £45,000 to £55,000 DOE +10% bonus

Hours: 40 hours per week, Monday - Friday in the office +OOH Rota

Location: Office Based, Nr Blandford Forum, Dorset?

Holiday: 25 days plus bank holidays?