Network Support Manager

3 weeks ago

West Drayton UB Harmondsworth Rd, West Drayton, United Kingdom myGwork Full time

This job is with IAG Tech, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

We are part of International Airlines Group (IAG), one of the world’s leading airline groups and owner
of some of the biggest brands in the sky.


With a diverse workforce spread across four countries, IAG GBS provides creative and innovative solutions to drive sustainable transformation by delivering finance, procurement, and airline services, as well as group-wide systems across IAG. Each operating company benefits from the GBS centralised model, driving efficiencies, automation, and economies of scale.
IAG Tech’s vision is to increase shareholder value, accelerate business performance, delight
customers, enable employees, and protect our business through the innovative and agile use of technology and data.

Purpose of the role


The Network Support Manager plays a crucial role in ensuring the stable and efficient operation of the organization's network infrastructure. This role encompasses various responsibilities related to incident and problem management, network service desk operations, network configuration and asset management, toolset implementation, supplier SLA compliance, network device security management, network operations, capacity and availability management, change control management, network consultancy, and IP management. The Network Support Manager leads a team of network professionals to deliver high-quality network services and solutions.

Accountabilities


Working in partnership with IAG Tech and the business to:


• Incident and Problem Management: Lead the resolution of network-related incidents and
problems, ensuring timely and effective troubleshooting, root cause analysis, and resolution.
Collaborate with the team to implement preventive measures to minimize future incidents.
• Network Service Desk Operations: Manage the network service desk team, providing efficient and customer-focused support. Ensure service requests and incidents are logged, tracked, and resolved within agreed-upon SLAs. Continuously improve service desk operations to enhance end-user satisfaction.
• Configuration and Asset Management: Oversee network configuration and asset
management, maintaining accurate documentation. Implement standardized configuration
practices to enhance network security and efficiency. Develop procedures for efficient network changes, minimizing risks.

Toolset Implementation: Support in Evaluating, selecting, and implementing network management tools to enhance monitoring and performance. Optimize toolsets to meet evolving network requirements and industry best practices. Provide training and guidance to the team on
effective toolset usage.
• Supplier SLA Compliance: Monitor and manage supplier service level agreements (SLAs) to ensure compliance with performance standards. Collaborate with vendor management to address service issues and enhance service quality. Evaluate vendor performance and recommend improvements as needed.
• Network Device Security Management: Establish and maintain robust security measures for network devices, including firewalls and intrusion prevention systems. Regularly review and update security configurations to mitigate vulnerabilities. Lead incident response and recovery efforts in case of security breaches.
• Network Operations: Oversee day-to-day network operations, ensuring high availability and reliability. Monitor network performance, identify bottlenecks, and implement optimizations. Collaborate with cross-functional teams to support critical projects and business initiatives.
• Capacity and Availability Management: Support in capacity planning strategies to meet current and future network requirements. Monitor network availability and reliability,
implementing redundancy solutions as necessary. Conduct periodic capacity assessments and recommend upgrades or expansions.
• Change Control Management: Support change control processes for network changes, minimizing impact on operations. Help assess the impact of proposed changes, develop rollback plans, and secure necessary approvals. Maintain comprehensive change documentation for auditing and compliance purposes.
• Network Consultancy: Provide expert network support consultation to support strategic
business initiatives and expansion plans. Collaborate with stakeholders to assess network
needs, propose solutions, and oversee implementations. Stay updated with emerging
technologies and industry best practices.
• IP Management: Support Managing IP address allocation, subnetting, and address space planning to optimize network resources. Ensure accurate IP address documentation and registration. Coordinate with IT teams to maintain an up-to-date IP address database.


This role may require travel and working from multiple sites/locations

Qualifications

People Specification

Qualifications

  • Required:

    • Educated to degree level or equivalent experience.

  • Desired:

    • Bachelor’s degree in Computer Science, Information Technology, or a related field (Master's degree preferred).
    • Relevant industry certifications such as Cisco CCNP, CompTIA Network+, or equivalent.
    • Project management certification (e.g., PMP) is a plus.

Skills

  • Strong leadership and team management skills.
  • In-depth knowledge of network protocols, technologies, and best practices.
  • Proficiency in incident and problem management processes.
  • Experience in network service desk operations.
  • Expertise in network configuration and asset management.
  • Ability to implement and optimize network management toolsets.
  • Familiarity with supplier SLA compliance and vendor management.
  • Knowledge of network device security management.
  • Proficient in network operations and troubleshooting.
  • Capacity and availability management expertise.
  • Change control management skills.
  • Network consultancy skills.
  • IP management proficiency.

Experience

  • 10+ years of experience in network management and support roles.
  • Proven track record in incident and problem management.
  • Experience leading a team of network professionals and managing third parties.
  • Prior involvement in network configuration and asset management.
  • Successful implementation of network management toolsets (e.g., Cisco IOS, Juniper Junos, network monitoring systems, configuration management tools).
  • Experience in network device security management.
  • In-depth understanding of network operations, capacity, and availability management.
  • Experience with change control management processes.
  • Prior involvement in network consultancy and IP management.

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