Operations Team Leader 40k Worcester

Worcestershire  ‐ Onsite
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Keywords

Description

Computer Futures are looking for an Operations Team Leader to work for a key client in Worcester. Your main responsibilities will be the following:

* To provide 1st and 2nd line support to all calls

* To manage the operations centre on a day to day basis to ensure work is prioritised according to service levels and business priorities

* Act as an escalation point for customers when required, working closely with the technical director to ensure we get excellent customer feedback

* Service development, capability development within the team ensuring the correct skills are aligned to the customer service

* Regularly review processes, systems and documentation to ensure compliance with relevant quality standards

* Ensure the Operations Centre achieves any new industry recognised certifications appropriate to the business strategy and target market requirements

* Authorise deployment of Operations resource on customer engagements at customer site, working alongside the technical director

* Take overall ownership of the successful on boarding of new clients to the Operations Centre

* Ensure all SLA's are met

* Visit and present to customers when required - e.g. for service updates, reviews or new business opportunities

* Ensure weekly, monthly reporting is completed

* Ensure all customer documentation is kept and updated

* Management of the maintenance stock

* Update and maintain the Remedy software

Technical Knowledge skills needed:

* Configuring and upgrading devices

* Structured management of faults (incidents). Service requests and within a strict SLA framework

* Managing work load; fixing incidents remotely and escalating where appropriate

* Installing solutions remotely and at customer location, worldwide

* Supporting out of hours on call as per out of hours

* Experience of remote access technologies; SSL VPN's

* Experience within the Cisco/Alcatel-Lucent routing, switching, WAN-ADSL, Nexus, NetApps, Microsoft

* Verifying and rationalising port usage

* Wireless LAN site surveys using recognised tolls and methods

* Range of network tasks; general network administration, configuring switches, routers, firewalls.

Desirable Skills and Experience
CCNA/CCNP

* ITIL

* Remedy/Helpdesk Software

The Salary for this role is paying between £35,000 - £40,000. If this role fits your current skill set please respond with your current CV to be put forward.

To find out more about Computer Futures please visit www.computerfutures.com
Start date
06/2013
From
Computer Futures
Published at
06.06.2013
Project ID:
546822
Contract type
Permanent
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