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ITOC Managerref: RT42605
Sector IT / 通信
Type Full-time, Permanent
Location London - East
Salary up to £50000 / Year
Benefit
ITOC Manager
An international ICT and Telecommunications company based in the city seeks an ITOC Manager to join their busy team.
You will carry out a variety of technical tasks to meet, or exceed, customer requirements. Deliver new projects and products - this will involve being a bridge between sales/customers/product-planning-divisions and the IT Operation Centre (ITOC) focusing on documentation, operation design and actual operation. All tasks must be delivered in a professional and timely manner to ensure customer satisfaction

Core Duties

• Overall management of the IT Operation Centre (ITOC) team to deliver a high customer experience to customers in all 3 major sectors of business, Network (NW), Solutions (SOL) and Data Centre (DC).
• Manage shifts and cover shift when deemed necessary
• Receive complaints from customers & reporting back to customers on the progress/results of troubleshooting and implementation of countermeasures
• Troubleshoot with relevant counterparts such as HQ in Tokyo and European Network Providers
• Record and update trouble ticket systems and customer documentation with fault history
• Contact and co-ordinate 3rd party suppliers, or other resources, to help achieve trouble resolution
• Notify the On Call Support / LM of issues which require escalation, customer complaints or requirements & new business opportunities
• Visit customer premises with 3rd party vendors as and when required for project or maintenance contract work
• Train the team technically and about customer business as and when necessary
• Maintain a secure operation and keep the environment safe and tidy, upholding Health and Safety regulations
• Set priorities and resolve problems with proactive actions
• Introduce countermeasures/preventative measures for end users and relevant teams
• Attend customer meetings regarding projects or maintenance contract work
• Create ad-hoc reports concerning customer issues as and when required
• Document new procedures and amend / improve the existing procedure for ITOC operation
• Cabling and provisioning support for new circuits and products
• Remote hands and housing support when requested
• Communicate well with other supervisors/team leaders/Managers and Management for any smooth work
• The priority is to manage the ongoing live issues and deliver the quickest way to restore the service.
• Maintain the ticket number to minimum to improve/maintain the efficiency of the teams.
• Establish a good relationship with the partner carriers and produce monthly analysis for sharing with
the carrier key individuals in order to discuss the improvement plan.
• Travel to customer offices throughout Europe and HQ for business purposes as and when required
• Provide technical support, create design and proposals for customers.
• Ad hoc requests from your line manager
Ideal Candidate
• Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio
• Knowledge and proficiency in maintenance and installation of network infrastructure, Server or Virtualization
• Excellent communications skills in English is necessary
• Ability to investigate and source answers to various email and telephone enquiries
• Proven customer service and customer facing experience, at all customer levels
• Flexible approach, able to work outside of normal working hours when requested
• Strong time management/multi-tasking & organisational skills
• Good communication with customers, colleagues and related 3rd party vendors
• Valid CCNP/CCNA, JNCIP, MCSE, VCP, or equivalent certification
• Strong leadership and management skills is necessary
• Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers
• Strong work ethics and reliable time keeping and attendance