Shift Leader

**About us:
**?**Wifinity is on a mission to make Wi-Fi great We are a multi award winning Gigabit Internet Service Provider, with products and services connecting over 6 million people a year across a wide range of sectors, including Defence. Wifinityis the number 1 provider for recreational WiFi, holiday parks, retail and residential.

At Wifinity we’re proud of our fantastic products, and amazing growth But we couldn’t do this without our amazing people, who go above and beyond to wow our customers and make WiFi great since being founded in 2007.

If you’re the best at what you do and believe in a world with better Wi-Fi, come and join our journey as a new Wifinian

**The opportunity:
?**This is a full time, fully remote based role with a schedule Monday to Sunday between the hours of 8am/11pm.
?We are looking for a talented Shift Lead to join our busy NOC team. Reporting to the NOC Manager they will be responsible for managing the assigning and resolution to SLA of all incidents, communications and escalations during a shift. This is a hands-on roleand you will be an authority for the engineers on shift.?

Our NOC (Network Operations Centre) is growing and as such is experiencing challenges with scale and efficiency. This is a new role that is part of a programme of change focussing on improving people, processes and systems. It’s an exciting time to joinus and become a key member of our project.?

**Key areas of focus:
?**Responsible for leading and coordinating all NOC activity during a shift including, whilst adherence to processes and procedures.?Ensuring Customer SLAs and internal OLAs are met to triage, communications & resolution of incidents. As technical authorityfor the engineers on shift you will be prioritising and allocating shift workload.?You will act as escalation point for customers and internal stakeholders as well as monitoring all inbound channels and alerting queues.?
?There will be full lifecycle Incident Management including effective communications and importantly a full handover of activities between shifts.? You will be responsible for dispatching field support when required and triggering escalation to L3/Major IncidentProcess.?

**What you will bring with you:
?**You’ll possess good written and verbal communication skills along with the confidence and ability when it comes to decision making.? Coolness under pressure whilst being comfortable working in a remote team environment.? You have proven ability to'take the lead’ and communicate effectively with VIP customers and senior stakeholders.?In addition, you will bring the ability to work consistently and effectively in an environment that is undergoing constant change and improvement, as you will be a bigpart of driving this change.?

**Your key experiences**:

- Relevant work experience in a NOC or other critical environment skills
- Experience in a maturing organisation.
- Comfortable with the Atlassian Suite/JIRA/JSD/OpsGenie or similar.
- Working knowledge of ITIL Framework
- Experience in Telecoms
- ?Strong understanding of network principles holding a CCNA certification
- Knowledge of switching & routing protocols and an in depth understanding of supplier / vendor relationship management
- You’ll support and guide the wider NOC team whilst providing cover in the absence of the NOC Manager.
- Have an excellent knowledge of networking, including physical, switching, routing (OSPF, BGP), transport layers and firewalls
- Have an in-depth understanding of RADIUS protocol
- Have an in-depth understanding of Wi-Fi standards and general Wireless principles
- Ability to multi-task and deal with a combination of fault types at any given time
- Have a good working knowledge of high availability protocols and design, on both Layer 2 and Layer 3
- Knowledge of Linux (Ubuntu or Centos) systems administrations skills
- Have practical capability of SNMP protocol
- Have practical capability of VPN and tunnelling technologies
- Have an understanding of security protocols and firewalls
- Knowledge of Programming and scripting ability, preferably Python and PH

**We offer** a competitive salary and benefits package and a remote first workingenvironment, allowing our employees more flexibility when it comes to the important work / life balance.

**At Wifinity**, we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate on any basis and whose hiring outcomes and commitments are based upon your talent and experience.