To support our growing business Magdalene is looking for a Engineering Technical Lead based in Wokingham.
As we continue to expand, we are seeking a dedicated individual to take on the role of Engineering Technical Lead under the guidance of the NMC Operations Manager. This position will involve overseeing local team management and providing invaluable support to both Operational and Service Management functions.
Who are we?
Magdalene operates as a Telecommunication Infrastructure Services Company and is part of the Telecom Division of M Group Services. Covering the full network lifecycle, we deliver Managed Services and Projects for both fixed and mobile infrastructure networks across the operator and utility markets.
Responsibilities /Competencies
Key Responsibilities
- Motivate, lead, coach and support your team, foster accountability and responsibility, ensure team performance is to the highest standard
- Undertake or support rapid restoration of operational telecoms network fault resolution within SLA (and prior to critical Service failure where possible)
- Pro-actively manage, monitor and report on performance of the team and individuals on a daily, weekly, monthly basis; feedback results and use in regular coaching in support with the NMC Operations Manager
- Take an overall pro-active responsibility for the technical support / issues arising within the operational telecoms environment, working with associated Service Desks to ensure the correct action for an incident is taken and posted to the correct resolving agency (with necessary diagnostics / impact assessments)
- Manage staff, rota and daily operations to ensure that there are appropriate resources to deal with the work within service standards
- Train team members on internal systems, products and processes
- Ensure all customer communications are logged in the call logging database, tickets are created and updated with the correct information and courtesy call to customer is made on completion of task in line with defined processes
- Ensure that incidents are escalated according to the Operational Procedures Document as required
- Ensure that all incidents are dealt with correctly and customer SLAs are managed / not breached and customer expectations are maintained / exceeded
- Ensure that all alerts generated are investigated and are effectively communicated in accordance with the Operational Procedure Documentation
- Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports
- Build and maintain trusted relationships with key customer stakeholders
- Deputise for the NMC Operations Manager when required
- Attend customer meetings as needed
- Be an active stakeholder of the continuous business improvement programme feeding in all improvement opportunities that may have been identified during your day-to-day role
- Other duties as may be required to ensure operational targets are met
Key competencies / Experience
- Highly numerate and literate, with excellent written and oral communication skills
- Excellent interpersonal skills with the ability to relate to, and work closely with colleagues, clients and suppliers at all levels of the business hierarchy
- Must be PC literate and competent with Word/Excel/Visio/ MS Project.
- Good knowledge of SLAs and reporting
- Experience in working under pressure and to fixed deadlines
- Good problem-solving skills and experience of carrying out trend analysis
- Experience of leading a 24x7 NOC/NMC
- Good planning and prioritization skills
- Experience of ITSMs desirable, specifically Salesforce
- Able to manage key business and IT stakeholders, providing support and direction where needed
- ITIL qualifications desirable
About The Company
Why choose us?
We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:
- 25 days annual leave plus bank holidays
- 4% matched pension scheme
- 2 x salary life assurance
- Access to our staff discount portal
- Health Cash Plan
- Cycle to Work scheme
- Employee assistance programme
- Recruitment referral scheme
- Payroll giving
- Enhanced Family Leave
Inclusiveness
As a member of theDisability Confident Schemewe welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.
As a gold award holder under theArmed Forces Employer Recognition Scheme, we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.
JBRP1_UKTJ
