Technical Lead for Engineering Operations

2 weeks ago

Wokingham, United Kingdom M Group Services Limited TA Magdalene Limited Full time

About the Role:

We are seeking a highly skilled Technical Lead for Engineering Operations to join our team at M Group Services Limited T/A Magdalene Limited. As a key member of our operations team, you will be responsible for overseeing the technical support and maintenance of our telecoms network infrastructure.

Key Responsibilities:

  • Motivate and lead a team of technical professionals to ensure the highest standard of performance.
  • Proactively manage and monitor the performance of the team and individuals, providing regular feedback and coaching.
  • Take overall responsibility for the technical support and issues arising within the operational telecoms environment.
  • Manage staff, rota, and daily operations to ensure that there are appropriate resources to deal with work within service standards.
  • Train team members on internal systems, products, and processes.
  • Ensure all customer communications are logged in the call logging database, tickets are created and updated with the correct information, and courtesy calls are made to customers on completion of tasks.
  • Ensure that incidents are escalated according to the Operational Procedures Document as required.
  • Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports.
  • Build and maintain trusted relationships with key customer stakeholders.
  • Deputise for the NMC Operations Manager when required.
  • Attend customer meetings as needed.

About Us:

M Group Services Limited T/A Magdalene Limited is a leading provider of telecoms infrastructure services. We offer a range of benefits, including 25 days annual leave, a 4% matched pension scheme, and access to our staff discount portal.

Requirements:

  • Highly numerate and literate, with excellent written and oral communication skills.
  • Excellent interpersonal skills, with the ability to relate to and work closely with colleagues, clients, and suppliers at all levels of the business hierarchy.
  • Must be PC literate and competent with Word, Excel, Visio, and MS Project.
  • Good knowledge of SLAs and reporting.
  • Experience in working under pressure and to fixed deadlines.
  • 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, specifically Salesforce, is desirable.
  • ITIL qualifications are desirable.

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