Networks Practice Lead

2 weeks ago

London, Greater London, United Kingdom Ekco Full time

About Ekco
Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe


We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers' existing technology investments.

- In a few words, we take businesses to the cloud and back


We have over 600 highly talented and supportive colleagues (and counting) across a number of regional offices in Ireland, UK, Netherlands & Malaysia.


About the role


Reporting into the Head of Technical Operations, you will be responsible for management and planning all Network Infrastructure both internally and customer facing where Ekco provides services/support, including Local and Wide Area Networks.

You will provide technical expertise, support and specialist advice in delivering operational infrastructure services.

Also, you will have line management responsibilities for geographically spread team, ensuring they are appropriately skilled, and that resource is allocated to support the services Ekco provides and project work as required.


Job Duties / Requirements of Role
As the Ekco Networks Practice Lead you will play a key role in:

  • Own the day-to-day support and management of Ekco's UK Network(s) service ensuring it is performant, available and that any interruptions to the service or business are minimised with Incidents, Request and changes resolved/fulfilled within a timely manner in line with their SLA's
  • Provide technical oversight of the Networks supported, inputting to architectural decisions and acting as the technical design authority within Ekco's Services.
  • Establish operational procedures to ensure that the Network Practice and other Practices work together seamlessly to support the business.
  • Undertake technology lifecycle management to ensure that all Network equipment is maintained and patched to current levels, owning a highlevel plan for replacements to allow for budgetary forecasts.
  • Own all tools required to manage the network, ensuring that these are properly managed, maintained and accessible to teams who need them to provide support.
As an Ekco Practice Leader you will play a key role in:

  • Driving a UK centric approach to delivering customer facing technical support. Actively promoting this approach.
  • Taking ownership of your respective practice to ensure award winning service is delivered
  • Leading by example ensuring your team and others are living up to the standards we all set
  • Going above and beyond to deliver, not accepting just good service, good is not good enough only excellent will do. Constantly be looking for opportunities to improve the service we offer
  • Working with other practice leaders to ensure no ticket/piece or work gets left behind
  • Continually developing knowledge of industry best practice and standards
  • Ensuring processes are followed and where processes don't exist helping to define them
  • Ensuring SLA's and KPI's are hit for yours and your peers' practices, reporting weekly & monthly to demonstrate this
  • Acting as Major Incident Manager as and when required on a rota (1/6)
  • Regularly conducting 121s with the team ensuring each team member has objectives and a CDPs in place
  • Acting as a single point of contact for presales activity in your respective practice, bring together resources to support sales activities.

About You

You will have:

  • A strong customer focus, with an ability to continually anticipate and meet customers' needs excelling in communicating at all levels within a customer organisation.
  • Nine or more years of experience in datacentre networks
  • CCNP level certification, or alternative vendor equivalent
  • Expertlevel understanding of fundamental networking principles.
  • Experience working with network software and hardware.
  • Solid understanding of routing design (BGP, VRF, OSPF)
  • Solid understanding of Layer2 design.
  • Experience of network security components (Firewall, IPS)
  • Preferred knowledge of Cisco, Dell, HPE, Aruba, CX Palo Alto, F
  • Experience of multiple different monitoring tools such as PRTG, Azure Monitor, SolarWinds, Logic Monitor to name just a few
  • Ability to develop documented long term technical strategy aligned to the technical roadmap for Ekco services.
  • Experience in supporting the growth of talented and skilled engineers while maintaining a highly engaged team
  • Experience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (in accordance with ISO certification)
  • Experience of managing a 24/7 technical support operations including management of an oncall rota

The Desirables

  • Understanding of Service Management best practices frameworks such as ITIL
  • Knowledge of NSX would be a bonus

Why Ekco

  • Ekco are committed to cultivating an environment that promotes diversity, equity, inclusion and belonging
  • We recognise the va

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