Telecoms Jobs

Service Operations Centre ( SOC ) Supervisor - Exeter

Europe (EU)
Posted: 07/10/2019

£30K - £36K / Year
JF94214_1570459365

SOC Supervisor

The key focus of this role is to manage the Service Operations Centre and to take responsibility for the efficient operation of the network platforms and services network 24 hours a day, 365 days a year, including the coordination and management of trouble tickets and planned works to resolution, handling of escalations and provision of notifications in a manner consistent with service levels assigned to specific issues.

The SOC Supervisor is generally responsible for ensuring fast and accurate demarcation of non-network-related issues, to support end-to-end resolution of service-related problems and to develop proactive care capabilities for value-user experience, satisfying customer relationships and increasing revenues.

Job Description:

  • Build and manage the SOC team, including day-to-day activities, to ensure customer-focused service delivery
  • Coach and mentor all team members on the execution of processes and procedures, while fostering a customer-centric team culture
  • Develop SOC mode of operations, define services models and processes in order to manage Voice Network Services; Core / Access Network (Cisco based); GPON / DWDM Network (Huawei based); system network (Windows/Linux based) and, in particular:
  • Alarm monitoring, including Huawei T2000 monitoring
  • Service Quality monitoring
  • Fault resolution
  • Change requests authorisation and implementation of some controlled changes to network devices
  • Escalations to 3rd line / 3rd party vendors
  • Outage notification to the business
  • Working with OSP teams to identify fibre faults
  • Server installations (24/7/365)
  • Cabling (24/7/365)
  • Housekeeping (out of hours)
  • Ensure effective analytics in place to determine cause of service interruption or quality degradation, measuring the number of impacted subscribers
  • Act as an escalation point for critical recovery decisions

Qualifications

  • Technical degree or equivalent
  • Professional or vendor qualifications in Networking, Cloud and/or Telecommunications e.g. CCNA/CCNP, GPON, IP Voice, server and infrastructure management
  • Two or more years of experience supervising or managing network operations
  • IT management and project management experience