Head of Network Operations

CRG TEC; Cambridgeshire and Peterborough; Remote; GBP 75,000 - 80,000; Full time

Job summary

A leading technology provider is looking for a Head of Technical Support / Network Operations. This remote role involves overseeing incident management, implementing ITIL standards, and driving continuous improvement within a scaling environment. Effective leadership and a background in Telecoms, ISP, or MSP sectors are essential. The package includes a competitive salary, bonus, and additional benefits.

Benefits

20% bonus

Private health

Life assurance

Enhanced pension

Qualifications

• Experience in a management position within a technical service environment.
• Background in Telecoms, ISP, or Managed Service Provider sectors.
• Ability to implement continuous improvement and automation.

Responsibilities

• Lead the technical network operations and manage escalated incidents.
• Implement processes to prevent reoccurrence of issues.
• Oversee recruitment and development of engineering staff.

Skills

Incident management

Understanding of ITIL

Process implementation

Knowledge of networking protocols (IP, MPLS, BGP, OSPF)

Recruitment and coaching

Tools

Cisco networking equipment

Juniper networking equipment

Nokia networking equipment

Job description

Head of Technical Support / Network Operations

Remote working

Salary - Circa £75,000 / £80,000 with 20% bonus

We're looking to bring in a head of technical network operations, and this role will sit above the escalated technology teams who look after the 2nd and 3rd line issues for this ISP.

These tend to be major incidents, and you'll be final point of contact when it comes to incident management such as customer issues / outages but then also implementing process and efficiencies to address the cause of the problem and ensure that similar issues don't happen moving forward, either internally or through the supply chain.

It's an ITIL environment so we'd be looking for standards to be in line with this and most of the issues will be network based, hence the NOC aspect of the role however, you will be also looking after a range of infrastructure solutions so the role is relatively all round.

This is a management position rather than technical, but you will need to come in from that technical service provider environment (Telecoms, ISP or MSP) and the best background would likely be from the normal Cisco / Juniper / Nokia style network environment and most of the issues will involve IP, MPLS, BGP, OSPF etc.

The environment continues to scale and it's a mixed internal support and external partner setup. We touched on the word scale, but we are looking to do that in the most efficient way possible so that is going to mean automation, continuous improvement, playing your part in research and development - new ideas, apps and tools that might be coming to market.

Recruitment, alongside coaching and development of existing engineering staff needs to be a key point and the role is on a national basis, so you'll be working from home for the vast majority of the time, with occasional travel to meetings.

Package as standard includes bonus, private health, life assurance, enhanced pension etc.