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Part of a FTSE250 financial group who've been in Bradford since 1880, we exist to help people when others won't. We're a trusted and ethical lender '“ lending to our customers face to face, and making sure the loans we offer are manageable, understandable, and exactly right for them. It's this personal, responsible approach that really makes us different. And, joining our contact centre team, you'll be a big part of this.
An exciting opportunity has arisen for a Networks Operations Team Leader to work at our head office in Bradford. Here you will drive high-quality work and performance standards within the team, in line with key performance indicators and organisational performance requirements.
The role has split responsibility across people management / leadership, and technical operational duties and as such will be approximately 50% hands-on.
Leadership responsibilities will include assisting with recruitment of resources, previous experience in managing people, ideally in a Team Leader role with direct reports, and operating standard processes such as Objective Setting, Performance Reviews, Workload Management etc., manage staff overtime, maintain service operation and provide a consistent and effective function line of business, follow agreed Departmental ITL processes to implement and promote efficient and effective Incident, Change, Problem, Event, Performance, Capacity and Release Management, promote and demonstrate professional behaviour and attitudes, offer guidance to team members and review team related tasks at a process and technical level, manage root cause analysis tasks and service improvement initiatives, act as an escalation and point of contact for all service delivery impacting issues and faults to production services, contribute to the department approach and strategy for business continuity & disaster recovery of production network infrastructure, establish and maintain key relationships with stakeholders, identify and record relevant risks and issues affecting network operations, actively manage, mitigate and track appropriate risks, issues and audit actions owned by networks, and ensure agreed processes and procedures are carried out and followed consistently and effectively with appropriate audit evidence.
Technical duties will include to manage and maintain core Networks and/or voice communications and supported infrastructure systems and services critical to the running of the Provident core business and customers, deliver effective technical resolution to core service faults and platform faults in the form of Break/Fix actions, and Root Cause analysis, deliver assistance in the introduction of new solutions and platforms as a production service, provide core services support and maintenance of mission critical network, communications and voice platforms for our internal customers, take accountability for technical and support tasks assigned to you as an individual, embrace all methods of available communication when required with our customers to effectively resolve their issues on all technical levels, potentially provide 24/7 support cover in accordance with department policy, requirements and conditions, engage and maintain effective root cause analysis for appropriate incident and problem cases, making and documenting recommendations and solutions, have an ability to prioritise different types of incidents and service impacting faults in accordance with the associated impact on production services, undertake working hours as part of a rota based system working earlies and lates, to ensure adequate business systems cover, have knowledge and understanding across all core operational disciplines and all business core applications, and possess strong communication skills and the ability to communicate with people at all levels in an organisation.
- Ideally from a third line support background in Networking Services.
- Experience with supporting multiple distributed sites from a central location.
- Firewall experience for both troubleshooting and changes preferably cisco ASA/Dell firewalls
- Extensive experience of Routing Protocols incl. EIGRP & OSPF
- In depth knowledge of Ethernet/L2 switching
- Hands on recent experience of Cisco 3560, 3750, 4948â€™s 6509 & Nexus series (1K, 5K & 7K) switches
- Solid understanding of load balancing technologies preferably Brocade VTM
- Where applicable for a Voice/Comms disciplined role expectations are present for specialist knowledge of Genesys, Avaya, Verint and Speechstorm technologies employed by Provident to fulfil business trading.
- Working knowledge of wireless cisco technologies i.e. Cisco 5500 Series
- Load balancing technology qualification/experience
The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but itâ€™s not the only one. Weâ€™ll invest in your development â€“ giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. And, working in a bright and refreshingly relaxed environment, youâ€™ll find your opinions are valued and listened to.
On top of all this, weâ€™ll give you a package including pension and bonus schemes, and a whole range of other benefits besides.