NOC 3rd Line Technical Team Leader

For us tech has never been about just hardware or software. Its about people. Its our meaningful relationships deep expertise and practical know-how in technology that drive what we do. We put our customers our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe we understand we collaborate we simplify we care and we deliver; together we are making tech human.

Your Mission

What youll be doing

• Leading motivating and developing a team of senior Network Operation Centre (NOC) Engineers
• Ensuring the team are following best practice for incident problem service and change enablement in line with the specific needs of our customers
• Oversight of team tasks including investigation troubleshooting diagnosis resolution and recovery to minimise impact to customers stepping in to assist where required
• Driving a culture of Customer Excellence and Continual Service Improvement within the team
• Identifying developing communicating and implementing process changes across the services to improve customer experience for the team and the wider operations team
• Acting as a point of technical escalation for the NOC engineers
• Working with the NOC 1^st Line / 2^nd Line Team Leaders to ensure tickets are being escalated to the 3^rd Line team where appropriate and providing guidance and knowledge for those team to drive reduction in calls moving to the 3^rd line team
• Acting as a point of escalation for customers and internal stakeholders as required including participating in the On-Call management rota for out of hours escalations.
• Provide input into Service Transition to ensure successful go-live of Managed Service contracts
• Work with the Service Management teams to identify opportunities for improvement within customers accounts
• Supporting the NOC Manager in required audits for the operation to gain and maintain relevant accreditations

What experience we think youll need

• A track record of thriving in a fastpaced NOC or similar technical operations environment
• Proven experience leading highperforming engineering teams and elevating overall capability
• Outstanding interpersonal and communication skills with the confidence to influence mentor and inspire others
• Strong analytical planning and organisational abilities with a knack for turning complex problems into clear actionable solutions
• Deep technical expertise to at least CCNP / FCP / PCNSE level (or equivalent) with the drive to continuously grow and stay ahead of emerging technologies

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact encouraging inclusive working environments and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles minimising travel by using virtual technology and adopting sustainable embraces diversity. As an equal opportunity employer we are committed to building a team that represents a variety of backgrounds perspectives and skills. boxxe does not discriminate based on race religion colour national origin sexual orientation gender identity age marital status veteran status or disability status. All our employment is based on qualification excellence and business need.