Network Operations Manager

Sword propels organisations on their data driven journey; where decisions are based on facts, metrics are used to motivate, data is openly shared, and trust and transparency are prioritised above all else.

Having the right people is essential for us to deliver the exceptional levels of service that our clients deserve. Our skilled team are experts in their field with market-leading experience and accreditation levels.

This role has an expectation to go on-site to clients office within the Aberdeen area at least one day per week (or more where operationally required), with remote working supported on other days.  

Our Network Services team apply deep expertise and innovative solutions to help solve challenges for our customers.

The Network Operations Manager is responsible for the following:

• This is a client facing role and will require technical knowledge and experience of deploying and supporting Cisco Network and Security products, Cisco Nexus data centre infrastructure alongside other vendor firewalls (Checkpoint/Fortinet/Palo).
• Ability to discuss technical questions with customer and Sword Ping internal teams.
• Work closely with internal and external teams to supervise all aspects of service, across managed service and project delivery.
• Coordinate the communication and actions required for service enhancements, planned changes and service upgrades.
• Take ownership of high priority or escalated issues that requires careful stakeholder management and communicating status of those to the wider audience.
• Facilitate risk assessments to identify, assess and mitigate the risk of service gaps.
• Manage customer expectations and be accountable for the quality of service delivery and customer satisfaction as per agreed contractual SLAs.
• Be the conduit for communications between internal and external teams, acting as escalation point when required.
• Responsible for managing the workload for aligned resources.
• Alongside Service Delivery Manager, produce regular service reports and ensure effective controls are in place to continually evaluate our service performance, calling out any key risks or issues.
• Participate in service meetings and Change Advisory Board meetings, and ensure actions are documented and carried out.
• Co-ordinate and support continuous improvement initiatives and enhancing customer experience.  Encourage buy-in from key stakeholders and help coordinate engagement.
• Promote engagement from all stakeholders.

Requirements

Key attributes:

• Supervise the delivery of all technical services
• Point of contact between Sword and the customer
• Stakeholder management
• Support case escalations
• Track and support work plans
• Promote Customer satisfaction
• NOC support
• Projects support

Key Technical Skills:

• Network professional with 5+ years experience
• Proven experience of Cisco (and other vendor) networking technologies, switching/routing/wireless/security.
• Experience of supporting large scale multi-site networks.
• Experience of customer account management.

Benefits

Our colleagues benefit from great working environments and the opportunity to work alongside experienced, motivated, and talented colleagues.

All members of the Sword Network Solutions team are supported and encouraged to develop their career with Sword alongside a competitive salary, pension and healthcare package.