About the Job
The Role
The Network Team Leader is responsible for leading and managing one of the Second Line Engineering Teams within the Service Centre supporting Managed Services customers, while providing technical hands on support.
This technical hands-on role acts as the hierarchical / functional escalation point for the Second Line Team, ensuring that the team have the technical support, guidance and procedures to effectively manage all / Incidents and Requests within customer Service Level Agreements.
This position will assist Service Centre Leadership, Client Success, Service Transition and other adjacent functions in providing world class service to Cisilion customers.
Knowledge & Experience
- Technical expertise in multi-vendor enterprise networking, with a focus on managed services environments.
- Cisco Certified Network Professional (CCNP) certification as a minimum requirement, with strong proficiency in Cisco routing and switching technologies (Catalyst/Nexus Switches, Layer 2 and Layer 3 switching, VLAN segmentation, NAT, DNAC) and protocols (OSPF/EIGRP/BGP) as well as wireless (Meraki).
- Experience in Fortinet and Palo Alto security appliances and solutions highly desirable.
- Understanding and practical experience of cloud networking solutions and technologies (Azure) considered an asset.
- Desirable knowledge in programming/scripting for network automation and operational efficiency.
- Service management background (Incident, Problem and Change Management).
- Team leadership experience desirable.
Key Responsibilities
Technical Leadership
- Being the hierarchical and functional escalation point for a Network Second Line team, directly triaging issues where needed.
- Manage the development of the team including conducting 121’s, team meetings and performance reviews.
- Motivate, guide and coach team members to hit agreed targets via formal objectives and supporting development plans.
Incident & Problem Management
- Proactively partner with the Observability Management function to establish trending and opportunities for Customer infrastructure optimisation.
- Be a process manager and advocate for Problem Management, ensuring root cause analysis takes place on major Incidents and recurring issues.
- Directly manage and own technically complex Incidents and Request through to resolution when required.
- Manage the team to ensure Incidents and Requests are picked up, triaged effectively and resolved within SLA to a high standard, setting a benchmark for best-in-class technical resolution.
Collaboration
- Engaging vendors and 3rd parties at senior technical levels to ensure Incidents are triaged and managed effectively.
- Directly support integration of internal and external new business/activities by assisting the Service Transition function with the onboarding process.
- Represent the team internally & externally to customers and 3rd parties when required.
Continuous Improvement
- Actively contribute to and drive continuous improvement initiatives.
- Document policies, processes and procedures to help drive consistency within the team.
- Proactively raise cross functional process, people and product issues to leadership so effective resolutions can be put in place.
Personal Attributes
- Demonstrates technical leadership qualities with excellent verbal and written communication skills, with the ability to articulate complex problems at all levels.
- Strong technical troubleshooting and problem solving skills.
- Capable of motivating, mentoring and nurturing team members.
- Maintains a positive attitude and serves as a positive influence on team members.
- Quickly evaluates information, identifies key issues, and formulates sound conclusions based on experience, data and judgement.
- A willing team player who builds productive working relationships across teams with respect and rapport.
- Communicates openly, honestly, and consistently, paying attention to detail, and remaining calm under pressure.
- Embraces automation principles and concepts to reduce manual efforts.
- Display operational resilience in the face of challenging circumstances.
- Be an advocate for technical excellence within Client Services.