Description
Computer Futures are looking for an Operations Team Leader to work for a Market leading client in Worcester providing Infrastructure and Communication solutions. 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
* 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
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