Title: Assistant Director, Technical Ops
Location: Dublin 8, Ireland
Company Brief
SPTel - a Joint Venture between ST Engineering and Singapore Power Group to deliver true network diversity and agility for a Smart Nation.
Offering high-value products and innovative services, SPTel plays an important role in helping enterprises accelerate their digital journey.
We aim to improve the way people, places, and things connect with each other by providing network infrastructure, enabling technologies, and building ecosystems.
With our fibre network topology built alongside the power network cables, SPTel provides a differentiated design and diverse network solution for discerning organizations and mission-critical businesses.
Job Briefs:
When it comes to the reliability and security of the network, SPTel offers no compromise.
Our network is monitored 24/7 by an Integrated Operations Centre and supported by a technically competent Technical Operations team (TechOps) that is well-versed in IP & Transport, InfoSecurity, IoT & Cloud Ops, and Network Management & Support Tools.
The candidate should possess strong leadership, resolution, and technical problem identification skills and be passionate about solving customer issues by putting the 'Customer First'.
He/She is required to manage and lead the TechOps team in supporting proactive Change Management of the active infrastructure, Incident and Problem Management from all incoming escalations, and provide excellent service in restoring customer services in the shortest possible time.
The candidate must also respond quickly to any network anomalies in operation, building trust and confidence with customers through rapid service restoration.
Responsibilities:
Lead and manage a team of engineers in the TechOps department.
Manage Incident and Problem Management processes and escalations to meet SLA.
Be available 24/7 as an escalation contact.
Perform trending analysis and identify gap areas with recommendations for Change Requests.
Review incidents and implement improvements, including strategies to enhance the active network and reduce fault cases.
Manage vendor relationships for fault tickets and maintenance.
Manage department budget and forecast expenditures.
Perform any other duties as assigned by superiors.
Role Requirements:
Degree or Diploma in Engineering or equivalent.
At least 7-10 years of leadership and technical support experience in a Telco Technical Tier 3 environment preferred.
Knowledge of Fibre, Carrier IP, and Transport Networks providing Metro-E, IPVPN, DWDM, IoT, Private Cloud, and cyber-security services.
Forward-thinking with current industry best practices and trends.
Good understanding of Public and Hybrid Cloud configurations and platform diversity.
Strong networking knowledge (routers, switches, TCP/IP).
Experience with platform technologies (Windows, Linux, VMware, MacOS).
Experience with security technologies (IDS, IPS, FW, AV, Proxies, DLP, PKI, SSL/TLS, VPN).
Good analytical skills with experience in OSS platforms and Network Management Systems.
Excellent communication skills with a pleasant personality and customer service experience.
Must be prepared to be contactable 24/7.
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