Service Operations Manager

Location: Goonhilly (Cornwall)

Department: Technology - Service SOC

About Avanti

Why Avanti?

We are Avanti – the leading Ka band high throughput satellite capacity partner to the communications industry across EMEA.

We are committed to helping the world become better connected and we are proud to leverage our satellite technology to protect communities and unlock opportunities for individuals, businesses and governments.

Our satellite technology changes lives every day and we strive to make a difference by improving access to education, medicine and creating a safe environment for people to live and work. This is all delivered by our brilliant people across Europe, Africa and America.

‘Be More’ is our unique point of view on the world. We believe everyone has the potential to achieve their ambitions and we are determined to create opportunities to support this. This belief extends to the workplace, where we promote a collaborative and well-balanced working environment.

We offer employee benefits, flexible working, rewards for performance and the opportunity to give back to local communities to empower our people to grow, develop and make a positive difference to millions of people around the world.

Role Purpose

This position provides overall direction and leadership to the operational activities of the Service Operations Centre.

It is heavily involved in technically complex management of the hosting datacentres and acceptance of new hardware and software into the hosting network through the change management process.

Key Responsibilities & Accountabilities

  • The Service Operations Manager’s responsibility is to manage, lead & develop the 24/7 Service Operations Centre and ensure high service quality and optimum network efficiency. Responsible for the day-to-day operation of the NOC, providing guidance to the team and ensuring 24/7 support cover.
  • To develop strategy and improve the integration between teams and departments to deliver the highly available service to customers via established NOC to NOC Peering
  • Manage all internal operational service relationships and develop inter-departmental SLA/OLA requirements and documentation;
    • Manage all external operational service relationships and develop SLA requirements and documentation (including external training provision);
    • Oversee service operations whose responsibilities include patch management, monitoring, alerting and escalations, and documentation of systems including infrastructure and applications within the Avanti network.
    • Ensure full adherence to the Avanti Incident and Change Management processes.
    • Participation as Team representative in anomaly investigations, providing appropriate data and analysis as required
    • Develop key dashboards for transparency of reporting uptime and other metrics as identified
    • Work with other key stakeholders to seamlessly integrate new clients into Avanti Services offerings and management toolset.
    • Implement processes for monitoring/ alerting, systems maintenance and change control, and for automation opportunities
    • Ensure that up-to-date technical documentation exists for all services provided to our teams and take ownership for reporting
    • Identify root cause on severe network infrastructure issues in order to plan for future prevention and service improvements
    • Responsible for overseeing all administrative tasks, such as employee reviews, time sheets, expenses, etc.

Skills & Qualifications

Essential

  • Bachelor’s degree in a related field or equivalent work experience.
  • 7+ years of Technical work experience in the field of Network Operations
  • Minimum 4-5 years of proven team management experience
  • Prior management experience in working in a 24x7x365 Network Operations Centres
  • Ability to interact with and effectively present information to employees, management and customers
  • Proven experience with all aspects of incident management lifecycle (logging, categorisation, resolution, monitor, escalation, closure, documentation update)
  • Ability to work extended hours to support 24/7 operations if required.
  • Strong demonstrated project management skills, with the ability to manage multiple priorities and projects
  • Ability to document processes
  • Ability to work independently and effectively;
  • Ability to manage own workload and set team objectives and priorities, delegating as required;
  • Excellent written and verbal communications skills;
  • Excellent interpersonal skills and ability to coach and develop junior team members;
  • Excellent project management and organisational skills;
  • Excellent understanding of the procedural approach to operations;
  • Self-motivated, flexible and dynamic.

Desirable

  • Working knowledge of public clouds- AWS and Azure
  • Working understanding of Microsoft Server and virtualization technologies
  • Server OS knowledge – Windows (2008 & 2012) and Linux (RHEL)
  • Desktop OS knowledge – Windows and Mac OS Xknowledge of backup systems and the supporting architecture
  • Familiarity with firewalls, switches, and networking concept

In addition to the above responsibilities, the jobholder is required to perform other reasonable duties as assigned by the line manager from time to time.

To apply for this role please complete the form below

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