Network Operations Center Team Lead

Job content

We’re building an inclusive work environment

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

The hiring manager for this role is Lou L, NOC Manager. We appreciate that sometimes it’s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email – you can to HR@Zeninternet.co.uk and we will get back to you as soon as possible.

Background

We are currently seeking an experienced technical leader to join our Network Operations Centre (NOC) as a NOC Team Leader.

The Zen Internet NOC is a 24/7 onsite function located at our head office in Rochdale. This role is Monday to Friday, covering the hours between 8am and 6pm among the TL’s.

The NOC TL plays a central role in ensuring the smooth day-to-day operations of the 24/7 Network Operations Centre. They will be responsible for directly managing multiple NOC Engineers and acting as an escalation point within the department.

This position reports directly to the NOC Manager and is part of the broader Network Operations Centre, which includes network and infrastructure coordination as well as change management functions. The role is based at the Zen Internet Head Office in Sandbrook House, Rochdale. It is a Monday to Friday role, with coverage required between 8am and 6pm among two Team Leaders.

The Role

- Serve as a technical leader within the NOC team, overseeing 24/7 NOC rota and providing line management for NOC Engineers, including their professional development.

- Focus on process development and workflow analysis within the NOC department.

- Act as the primary escalation point within the NOC.

Key Responsibilities

- Manage a team of 24/7 NOC Engineers, including conducting 1:1s, approving holidays in accordance with an agreed rota, conducting six-month reviews, and managing absences.

- Serve as the escalation contact for NOC engineers, both internally within Zen and externally with suppliers and wholesale customers.

- Support the NOC in consolidating monitoring systems and transitioning to a more streamlined way of working.

- Monitor NOC team performance, including response times, incident resolution, and adherence to established KPIs.

- Identify areas for improvement and implement measures to enhance team performance.

- Attend and contribute to supplier service reviews.

- Act as incident manager during major incidents and actively participate in the post-incident review process. Implement and improve incident management processes.

Skills & Experience

- Experience working in a technical role within an ISP, Telco, or Managed Services environment.

- Good understanding of the role of the Network Operations Centre within an ISP.

- Previous experience leading a technical team and providing structured feedback.

- Understanding and experience with various network monitoring systems.

- Experience in incident management.

- Approachable and proactive with excellent interpersonal skills and experience in promoting cross-functional cooperation.

- Excellent written and verbal communication skills.

- Ability and interest in understanding new technologies and integrating them into existing workflows and processes.

- Ability to communicate technical content to non-technical audiences.

- Genuine interest in continuous improvement with excellent analytical skills to identify and pursue improvement opportunities within the team.

The role of a NOC Team Leader is ideal for a dynamic and technically proficient individual who thrives in fast-paced environments. The successful candidate should possess strong leadership skills, effective communication abilities, and a commitment to maintaining operational excellence. They must excel in incident management, drive continuous improvement, and foster a culture of collaboration and accountability within their team. If this sounds like you, please get in touch.

Benefits

• 2 days’ paid leave per year for charity goodness
• Flexible and Hybrid working
• An extra day off for your birthday
• Access to discounted private Medical Healthcare
• Eye care vouchers
• Internal coaching and mentoring opportunities
• Recognition awards where we celebrate the most awesome people
• Superfast Free Reliable Broadband
• Discounted Mobile plans
• Car salary sacrifice scheme
• Continuous learning and development - over 13000 courses available across all areas
• Matched Pension contributions up to 5%
• 25 days Annual leave, rising to 30 days with length of service
• Life Assurance
• Travel Loan and Ride2Work Schemes
• Subsidised Onsite Nursery
• Subsidised Onsite Restaurant
• Onsite Contemplation and Prayer room

About Zen

At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that’s why we’re a certified Great Place to Work TM , achieved Carbon Neutral Plus status and B Corp Certification!