• The Client Network Supports Team is responsible for the day-to-day operation and maintenance of the Network and Security platforms that underpin our clients’ critical IT services enabling our clients to be great at what they do. • The Client Network Supports Team brings together a diverse group of people to make a compelling team dynamic. Working with highly skilled people who are cross-skilled in multiple technologies you’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. • You’ll work on a diverse mix of client network architectures exposing you to multiple vendor Network and Security technologies including the very latest Cloud technologies. • In this position, you’ll manage and develop team Level 3 and 4 Network Support Engineers responsible for supporting the network infrastructure of Ensono’s global client base. With your leadership, guidance and mentoring they will deliver a responsive and exceptional support service for client events and requests. • Responsible for management/escalation of operational • Manage the resolution of complex technical issues • Ensuring clients & partners are updated on status of issues • Deliver a responsive and effective support service for client incidents and service requests ensuring escalation to relevant teams in line with SLAs
 

Key Responsibilities

·       You'll work with your team to ensure that they are aware of SLA’s and other performance targets

·       You will be monitoring individual and team performance against agreed targets

·       You will be responsible for ensuring your team are fully adherent to all ITIL processes

·       You will manage and direct the day to day activities of the support engineers

·       You will own recruitment and induction of new starters (working with HR)

·       You will be responsible for on-the-job coaching of team members in their development

·       You will provide a lead role in staff development through training, performance appraisal and team building

·       You will ensure adherence to internal processes

·       You will develop and maintain good communications within network support and other teams across operations

·       You will act as escalation point for major incidents

·       You will work with the team to standardize and improve working practices

·       You will ensure incident calls are being progressed in correct technical directions in timely manners

·       You will ensure that delivering under/over our agreed services is monitored

·       You will ensure that escalated calls and issues are responded to within defined service levels and call management guidelines

·       You will utilize and liaise with third party suppliers and support functions

·       You will ensure support engineers, clients and partners are updated on the status of issues

·       You will oversee implementation of changes to customer solutions

·       You will identify technical training as needed

·       Engages delivery organization to ensure product operations and delivery capabilities are addressed.

Skills & Knowledge

·       Experience managing customer operations teams

·       Excellent client communications skills

·       Experience in supporting high availability customer-focused environments

·       Excellent team working skills are essential

QUALIFICATIONS

·       Bachelor's Degree; or 5 years of relevant work experience

Preferred

·       Desired:  Six Sigma, Business Analyst Certification; BPM certification

·       ITIL