Team Lead Network Operations Support

Department
Within Operations, the Network Operations department is responsible for monitoring the network and the customers hosted on the network. It manages incidents through a strongly customer-focused process.
Your role
As Team Lead Network Operations Support, you are responsible for leading and developing the Group Network Operations Support function across France, Belgium and the Netherlands. You drive process excellence, knowledge management, reporting and operational governance to enable the NOCs to deliver best-in-class service to customers. This includes the management of knowledge database, the use of the tool(s) used to do the Change & Problem Management and the production of customer and NOC reports. Given the criticality of the IT tools used by the team, the team lead will have also to manage the relationship with the IT team for the evolution of the tools.
Key Responsibilities
Lead, coach and develop the Network Operations Support team, fostering collaboration, accountability and continuous professional growth.
Harmonize the processes to support the NOCs at the group level (Change Management, Problem Management, Knowledge Management and Reporting).
Ensure changes are assessed, approved, communicated and implemented with minimal business and customer impact. Drive root cause analysis and proactive problem resolution to prevent recurring incidents.
Monitor network performance and support the achievement of SLA and KPI targets.
Collaborate with NOCs to satisfy their needs in terms of tools, communication and problem solving.
Own the roadmap, governance and continuous improvement of the operational tools used by the Network Operations teams.
Act as the primary interface between Network Operations and IT, ensuring tool enhancements support operational and business objectives.
Manage relationships with key internal stakeholders across Operations, IT and Service Management.
Contribute to the Group Network Operations strategy.
You have five to seven years of relevant work experience in Change Management, Problem Management, Network Operations or Service Management
Experience leading and developing operational teams.
Strong understanding of telecommunications networks and infrastructure.
Customer-centric mindset
Strong analytical and problem-solving skills.
Team-player with excellent stakeholder management and communication skills.
Experience working in SLA-driven environments.
Experience with ITIL practices and service management frameworks
You speak and write good Dutch and English, French is considered a strong asset

Employment type
Contract

Work arrangement
Hybrid