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Team Leader, Network Operational Support Services

Location: Auckland

Due to an internal promotion, we are recruiting a new team leader for our Network Operational Support Services team.

The Network Operational Support Services team provides on-going support to our customers’ networks – monitoring and managing network devices and circuits around the clock to ensure that they remain fully operational. A wide range of NZ organisations rely on this team to keep their networks and their organisation running 24x7 – including well-known commercial enterprises, government departments and critical functions such as hospitals and emergency services.

This is a vital management role. You will have line-management responsibility for the engineers within the team, and direct accountability for the effective and efficient delivery of service to our customers and for the correct operation of their networks. Responsibilities include:
• Staff line management: rostering, mentoring, skills development, hiring, etc.
• Day-to-day operations: incident and problem management, prioritisation, escalations
• Liaison with customers and with Datacom staff in service management and other technology teams,
• Process maturity improvement: service innovation planning and execution

The successful candidate will have:
• An impeccable service mentality, coming to work each day determined to meet and exceed customer expectations – every time,
• Strong team leadership skills, with a demonstrated track-record of melding skilled technical individuals into an efficient and effective service team,
• Good and instinctive communication and relationship building skills, able to communicate proactively and effectively with both technical and non-technical stakeholders and to build enduring and constructive relationships with customers and colleagues,
• Extensive experience in working within an ITIL service framework, certified to at least ITIL foundation level
• A clearly demonstrated ability to define and implement successful continuous service improvement initiatives,
• Strong technical networking skills, including current certification to at least CCNP level combined with a clearly demonstrated ability to lead the diagnosis and resolution of difficult problems in complex network environments.

In return, Datacom offers a stimulating environment, with strong career development opportunities and continuing exposure to leading-edge technologies deployed in complex and demanding customer infrastructures. We aim to be the first choice for career-focused IT professionals, with an open and collegial culture offering substantial benefits including medical, life, and income protection insurance.
 

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