Operational Support Centre Manager

The Operational Support Centre (OSC) Manager is responsible for the day to day running of the OSC, the strategical development of the function and managing and developing the team members.

The OSCOSC provides a first point of contact for our customer base, taking calls, emails and portal logged tickets. The tickets consist of Incidents, Major Incidents, Service Requests and Problem tickets.

The OSCOSC Manager will lead the OSCOSC in ticket management with a drive to meet SLA and also 1st line technical support. A key role is leading Major Incident Management and the FourNet MIM team to meet our customers contractual needs. In addition, the OSC Manager will be leading the Change Management function and manage the Change Manager.

FourNet OSC operates 24 hours a day, 365 days a year. The OSC Manager will hold responsibility for ensuring that the service is always available to our Emergency Services and Critical National Infrastructure customers. The OSC Manager, whilst not expected to work a full shift outside normal business hours, is expected to support the out of hours function.

Scope of responsibilities

1. Responsible for day-to-day management of the OSC team, conducting informal weekly and formal biannual 1-2-1s with team, overseeing team training needs and attending weekly meetings with operational day team.
2. Responsible for setting three target objectives to ensure the department remains relevant to customers and develops in line with the portfolio, while creating individual training and development plans for each team member to support departmental growth.
3. Responsible for delivering monthly reports to the Head of Service, covering SLA performance, open escalations, performance commentary, risks and issues, service improvements, and providing monthly service credit reporting.
4. Act as an escalation point for FourNet suppliers and support their service improvement activities while attending supplier meetings to foster collaboration and resolve issues.
5. Own and manage the Major Incident Process and to develop and ensure that the process is fit for purpose.
6. Responsible for the creation of RCA's via the MIM and ensuring compliance with RCA SLAs.
7. Responsible for owning the Change Management process and overseeing the Change Manager, ensuring the process is effectively developed, remains fit for purpose, and complies with SLA requirements.
8. Responsible for owning the Incident, Service Request, and Problem Management processes, ensuring 95% SLA compliance for all three.
9. To develop the FourNet OSC into a fully functioning T1 technical OSC across Voice, Cloud and Infrastructure.
10. To support the development of Tier 1 technical employees to help them achieve Tier 2 responsibilities.

Technical Profile

• 3+ Years experience in leading a OSC
• ITIL Foundation required
• Experienced within ITIL Methodology including, Incident Management, Major Incident Management, Problem Management & Change Management
• Knowledge of CX-One, Avaya and Infrastructure Products desired but not required
• Previous experience with Salesforce desired but not required
• Strong customer service and organisational skills
• Experience producing detailed reports and written documents
• Experience using Microsoft applications, Word, Powerpoint, Excel etc

Personal Attributes/Skills