Company Overview
Connect Fibre is a rapidly expanding and exciting new business offering the very latest ‘Full Fibre’ to homes and businesses across the nation. With broadband speeds of up to 1000Mbps, new Wi-Fi 6 technology, exceptional customer service, and costing no more than current competitive internet packages, customer growth is expected to be exponential. Our product sells itself!
At Connect Fibre, you will play a pivotal role in our mission to revolutionise and transform UK towns and villages by giving them super-fast, reliable fibre broadband.
The Role
Connect Fibre is seeking two highly skilled and motivated NOC Engineers to join our team and play a critical role in the efficient and effective operation of our network.
As a NOC Engineer, you bring a wealth of experience and expertise to the role and are essential to the smooth operation of our network operations centre.
Reporting to the NOC Supervisors, you will work closely with Network Engineering, Network Active Field engineers, CSR, Installations and the outsourced NOC Teams
Key Responsibilities
- Provisioning new sites by collaborating with the Network Active Field Engineers and Network Engineering teams
- Ensure network reliability, availability, and compliance with:customer SLAs, preventive maintenance requirements, and the readiness of network components and services.
- Provide ITIL-aligned event, incident, problem, and change management throughout the entire lifecycle.
- Maintain operational awareness, keeping the Head of Network informed of network issues, and ensuring SLA compliance and customer satisfaction
- Ensure deployed infrastructure is delivering services in accordance with the required service levels.
- Implement and maintain operation management policies, standards, and procedures, including training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis, and continuity of operations (COOP).
- Street cabinet provisioning, providing guidance and support to the outsourced NOC team, and resolve reactive faults on our XGS-PON OLTs, routers, and proactively update software and firmware to ensure the health of our WAN.
- Take ownership of unresolved cases escalated from the outsourced NOC, Installations and Customer Service Representative Teams and resolve them within pre-agreed SLAs.
- Coordinate, monitor, track all NOC team tasks such as incident management, repair and maintenance, preventive maintenance, and resolving customer issues.
- Meet customer expectations during network upgrades, modifications, or decommissions. Working closely with the network engineering, build, and field services teams to ensure network integrity and reliability
- Analyse, manage, and resolve all issues escalated to the NOC in a timely manner. Drive innovative solutions to ensure operational excellence, best-in-class customer service, and continual process improvement.
- Lead and drive weekly CAB meetings
- Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track preventive maintenance completions, ageing tickets, and service-affecting issues.
- Provide technical networking expertise and strong troubleshooting skills to the team and ensure personnel possess and grow their technical skills.
- Collaborate with the customer service and installations team leaders to improve initial troubleshooting and repair procedures.
- Implement and enhance cross-functional maintenance management policies, standards, and procedures to align with ITIL.
- Analyse NOC functions, recommend upgrades/changes, and assess current and future NOC needs, driving and supporting continual service improvement.
- Ensure NOC personnel implement effective incident management processes to quickly detect and resolve service outages and degradations.
- Currently our NOC working hours cover eight-hour shifts between 8am and 6pm (e.g.8am to 4pm; 10am to 6pm). You will not need to work weekends and bank holidays.
