Career opportunity

Department: Network & Security Team
Location: Bedford
Reporting to: Networks & Architecture Lead
Responsible for: Network Team Management
Hours: Monday to Friday 37.5 hours

Blue Chip | Service Express

Now in our fourth decade, Blue Chip provides businesses with mission-critical IT support and infrastructure behind many of the largest brands in the UK. Specialising in mission-critical systems through our Tier III and Tier IV by design data centres, we provide the e-commerce backbone for high street retailers whilst managing 10% of the UK’s banking traffic, keeping business running all over the world. From hardware and hosting to software and support, we work to advance IT – making it work harder for businesses.

Job summary

To act as the manager for the Network Team, responsible for the day-to-day operations and managing the Network & Security Engineers & Consultants, delivering exceptional service to internal and external stakeholders. The successful candidate must have a technical background as well as people management experience as you will have line management responsibility for Engineers & Consultants.

Key result areas:

  • Escalation point for the team, responding to Service Desk and Service Delivery Managers
  • Technical background allowing an overall understanding of incidents and changes,
  • Queue management and allocation of work
  • Communicate effectively to wider business areas, such as Operations, Customer Support and other Technical Support Teams
  • Ensure support tickets are owned through to resolution
  • Ensure third party notifications are triaged and processed diligently
  • Ensure all support tickets meet SLAs
  • Ensure support ticket quality is maintained at all times through Incident, Change and Request
  • Identify repetitive tickets that can be automated or alternative solution provided to improve the service to customers
  • Adopt an agile approach to daily operations such as holding regular “stand ups” 
  • Deputise to the Head of Network & Security
  • Conduct regular reporting to measure performance
  • Provide day to day management including performing team OKRs, regular one to one meetings and agreeing and meeting any training and development needs as well as support Network Lead on team engagement, focus and motivation
  • To understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018

Key personal requirements

  • Technical background essential
    • Firewall experience (Checkpoint & Cisco advantageous, other vendors also relevant)
    • Routing / Switching experience (to CCNA or CCNP advantageous)
    • Data Centre experience (Racking, Cabling, Patching)
    • Awareness of Third Party Networking Provider practices
    • Wider infrastructure experience useful (Windows (AD), Virtualisation)
    • Security products / services experience beneficial

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