Network Technical Supervisor

Career opportunity

Department: Network & Security Team
Location: Bedford
Reporting to: Network & Security Lead: Network & Security Lead
Responsible for: Network Team Operations

Job summary

To act as the supervisor for the Network Team, responsible for the day-to-day operations and managing the Level 2 Network & Security Engineers, delivering exceptional service to internal and external stakeholders.

Key result areas

• Overall responsibility for Network & Security Team operations
• Line management responsibility for Level 2 Engineers
• Escalation point for the team, responding to Service Desk and Service Delivery Managers
• Technical background allowing an overall understanding of incidents and changes, without the need to be hands on, nor making changes in production yourself
• 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
• Maintain the team’s in and out of hours support rota
• 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 Network & Security Lead
• Contribute to performance review for engineers
• 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
    o Firewall experience (Checkpoint & Cisco advantageous, other vendors also relevant)
    o Routing / Switching experience (to CCNA or CCNP advantageous)
    o Data Centre experience (Racking, Cabling, Patching)
    o Awareness of Third Party Networking Provider practices
    o Wider infrastructure experience useful (Windows (AD), Virtualisation)
    o Security products / services experience beneficial
  • Logical thinking and problem solving ability
  • Analytical skills
  • Excellent communication and interpersonal skills, in particular the ability to support and understand each member of the team and get the best out of them
  • Confidence and experience to hold team members to account for quality and delivery and style to do this in a constructive way
  • Positive, enthusiastic and supportive individual
  • Effective time management
  • Able to work alone effectively
  • Prioritise and effectively manage each day, looking at the short, mid and long term goals for the team
  • Ability to follow instructions effectively

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