Technical Lead Engineer
7 days ago
We are seeking a dedicated individual to take on the role of Technical Lead Engineer based in Wokingham. This position involves overseeing local team management and providing invaluable support to both Operational and Service Management functions.
About UsM Group Services Limited T/A Magdalene Limited operates as a Telecommunication Infrastructure Services Company, delivering Managed Services and Projects for both fixed and mobile infrastructure networks across the operator and utility markets.
Key Responsibilities- Motivate, lead, coach and support your team, fostering accountability and responsibility, ensuring team performance is to the highest standard.
- Undertake or support rapid restoration of operational telecoms network fault resolution within SLA (and prior to critical Service failure where possible).
- Pro-actively manage, monitor and report on performance of the team and individuals on a daily, weekly, monthly basis; feedback results and use in regular coaching in support with the NMC Operations Manager.
- Take an overall pro-active responsibility for the technical support / issues arising within the operational telecoms environment, working with associated Service Desks to ensure the correct action for an incident is taken and posted to the correct resolving agency (with necessary diagnostics / impact assessments).
- Ensure all customer communications are logged in the call logging database, tickets are created and updated with the correct information and courtesy call to customer is made on completion of task in line with defined processes.
- Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports.
- Deputise for the NMC Operations Manager when required.
- Must be PC literate and competent with Word/Excel/Visio/ MS Project.
- Good problem-solving skills and experience of carrying out trend analysis.
- Experience of leading a 24x7 NOC/NMC.
- Good planning and prioritization skills.
- Experience of ITSMs desirable, specifically Salesforce.
- Able to manage key business and IT stakeholders, providing support and direction where needed.
- ITIL qualifications desirable.
- 25 days annual leave plus bank holidays.
- ~4% matched pension scheme.
- ~2 x salary life assurance.
- ~ Access to our staff discount portal.
- ~ Health Cash Plan.
- ~ Cycle to Work scheme.
- ~ Employee assistance programme.
- ~ Recruitment referral scheme.
- ~ Enhanced Family Leave.
We welcome applications from individuals who consider themselves as having a disability or long-term health condition. As a gold award holder under the Armed Forces Employer Recognition Scheme , we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.
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