Network and Field Operations Director

Reports To: Dave Axam, Chief Operating Officer (COO)

Location: Applicants must be able to work from our Spalding, South Lincolnshire office

Full time: Yes

Overview:

You will direct all activities associated with our Network Operations Centre and Field Operations. Running a team you will have overall responsibility to ensure service quality and network efficiency. You will have responsibility for maintenance, provisioning, service restoration and data centre processes and capabilities.

Key Duties/Responsibilities:

• A depth of technical understanding to cover PON Networks, back haul, power, internet connectivity. End user devices, Wi-Fi, (home environment). End to end technical knowledge. You do not have to be an expert but you need to know enough to manage the department

• Customer centricity, running a large operation to deliver an excellent experience for customers

• Filed operations – management of a workforce for field operations. Installation and repair

• Management of NOC

• Continuous improvement. Continually reduce reasons for the customer to call and monitor improvement plans

• Network improvement – finding issues that go wrong in the network and removing them

• Contingency planning and disaster recovery planning and implementation

• Ability to build rigorous processes and run an operation against agreed process. ISO 9000 & ITIL Experience

• Capacity management

• Takes responsibility for the day to day operation of the team, providing overall guidance and supervision

• Maintain and monitor required staffing levels and schedule to ensure that the team can meet the demand and respond in a timely manner to network and server anomalies and outages

• Maintenance –managing routines, obsolescence, contracts, suppliers, service providers

• Provisioning – meeting SLA on new provisions

• Service Restoration – meeting SLA on services

• Capacity management – managing utilisation of assets

• To develop the team and work with other departments within Lightspeed to achieve common business goals

• To act as an escalation point for customer problems and questions via telephone, e-mail and face to face

• To be escalation contact for service issues, out of hours

• Ensuring the right environment is in place so that staff are effectively mentored, developed and trained

• Develop and own the processes and procedures used by the team, based on best practice for the industry

• Develop documentation related to the departments work processes which is up to date and accurately reflects the day to day running of the team

• Organise and prioritise workload

• Proactively lead internal projects to improve service

• Communicate with suppliers and service providers on behalf of the company

Apply now by sending your CV & a covering letter to mc@lightspeedbroadband.co.uk

Lightspeed Fibre Holdings Ltd

Pine Grove Enterprise Centre

Pine Grove

Crowborough

East Sussex

TN6 1DH

Contact

Telephone: 01892 956 484

Email: contact@lightspeedbroadband.co.uk