[linuxjobs] NOSC Manager [Edinburgh]

[Andy Smith]

----- Forwarded message from Richard Morrell -----

Date: Tue, 7 Nov 2006 13:50:41 +0000
From: Richard Morrell
Subject: NOSC Manager

Hi,

We're currently recruiting for a Network Operations Support Centre
Manager for an ISP up here in sunny Edinburgh.  If you are interested
in applying then please forward a recent copy of your CV and a brief
covering letter to april.clark at lumison.net

Cheers,

Rich

Company: Lumison Ltd	

Title:  NOSC Manager (Network Operations Support Centre Manager)

Reports to: COO

Based at: Newbridge

Job Purpose:

The Teams under the control of the NOSC Manager are; Network
Operations, Customer Support, Managed Services and Provisioning. The
remit of these teams play a central role within Lumison in the
continued maintenance and management of the systems and network
infrastructures, service fulfilment from provisioning, installation
and hand over, as well as delivering problem resolution and
operational change management of our customers' services.

The Customer Support Team operates on a 24/7/365 basis whilst Network
Operations runs an on-call rota.  The teams must be technically
competent and professional in their execution of service delivery.
Customer focus is of paramount importance.

Duties & Responsibilities:

The main role of the manager (to around 20 staff) is to monitor,
coordinate and improve performance of the teams through the following
specific actions;
•	Definition and measurement of KPIs of own KRAs
•	Manage the performance of the teams to deliver outcomes within the
targets as defined by the KPIs
•	Use KPIs to feedback into process improvements
•	Give the team balanced training between the technical and customer
relations needs, including the production and maintenance of training
material
•	Resource management of departments according to the needs of the
company and whenever necessary stepping in to give direct support
•	Reporting of KPIs into senior management and participation at
management meetings in relation to the overall company strategy,
personnel development and cross departmental processes and
communications
•	Liason with rest of the business, specifically but not exclusively
in terms of service delivery and quality matters.

Key outcome measures:
(e.g. indicators on which you will be measured)

•	Network uptime and performance
•	Systems uptime and performance
•	Support escalation responsiveness and quality of service
•	Customer satisfaction (Number of customer compliments and complaints)
•	Number of tickets dealt with within SLA
•	Percentage of SLA breaches
•	Teams performance against identified KPIs

Qualifications & experience:

•	A degree in Computer Science or a related field
•	ITIL qualified (Staff management of the team as a whole is paramount
to this role.  Team leaders within the various teams will aid this on
a day to day basis)
•	Customer service or technical phone support experience
•	Hands on experience in network and systems operational work, ideally
in an ISP environment for both access and hosting products
•	Experience of designing, installing, managing, updating and
maintaining Unix systems (esp. Linux). Preferably with RHCE or LPi
level 2 qualifications.
•	Knowledge in all of the following: web servers, DNS, mail systems
(using POP3, SMTP, and IMAP), database systems (pref. postgres, mysql,
oracle, db2 or ms sql server)
•	Ability to support hosting environments which use PHP and Java
•	Good knowledge of TCP/IP and troubleshooting experience with large
IP networks.
•	Familiarity with PC workstations, operating systems, network
technologies, and working with a client/server environment
•	Advanced experience and knowledge of Windows Servers OSs (all 
versions).
•	Expert in operation and management of routers and switches
(preferably with Cisco/Juniper qualifications)
•	Sound knowledge of TCP/IP and dynamic routing protocols (OSPF and 
BGP)
•	Knowledge of ISP systems (web & mail hosting platforms, DNS, large
IP networks etc)
•	Linux (RedHat) and Microsoft OS (2003) admin experience
•	Network diagnostic tools, such as TCP-flow, TCP-dump, ethereal etc
•	Good knowledge of telecommunications terminology and infrastructure
(PSTN, ISDN, PDH and SDH)
•	Full, clean UK driving license.

Personal Attributes:

•	Excellent communication skills with customers, staff and management
•	Excellent leadership skills
•	Self motivator
•	Capacity and aptitude to motivate and mentor his or her team to
ensure continual improvements in both engineer capability and to
optimise systems and processes
•	Team player
•	Good time management
•	Customer focussed
•	Being able to work under pressure
•	Flexible to meet demands of an operational and evolving business.

Remuneration:

•	Salary 	- (negotiable) dependent on experience
•	5% employer's pension contribution *
•	Gym membership *
•	Business ADSL MAX Internet Access*

* Applies after satisfactory completion of 3 months' probationary period

Please apply by sending your CV to april.clark at lumison.net or to April
Clark, Lumison, 12 Dock Place, Leith, Edinburgh, EH6 6LU by Friday
17th November 2006.

-- 
Rich Morrell
variableuk at gmail.com



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