Team Lead Network Operations Support

Company Description

Eurofiber is a premium brand providing connectivity and cloud solutions for the business market. Through our IT infrastructure, we ensure that critical organizations—such as hospitals, schools, and government institutions—remain up and running at all times.

Job Description

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.

Qualifications

• 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

Additional Information

Diversity policy

As a driving force of the digital society, we help people unlock their full potential. At Eurofiber, values such as diversity, equality, and inclusion are at the core of that potential. Our commitment in this area is essential. We firmly believe that diverse perspectives within a team enable us to develop smart solutions for businesses, government institutions, and non-profit organizations.

That is why we are eager to connect with candidates who bring unique skills, perspectives, and ideas. People who are authentically themselves and who are open to collaborating with and learning from others. Whether you join our IT or engineering teams, we are always looking for new colleagues who embrace our core values and put them into practice every day.