What you’ll be doing...

The primary responsibility of The Deputy Team Leader is to assisting the Team Manager in the daily running of the Tier 1 Service-Desk/NOC repair team ensuring there is sufficient cover and engineers are working according to their objectives, processes and agreed quality requirements.

  • Comply with ISO9001 and ISO27001 standards to meet certification requirements. Adhere to Verizon's security policies CPI-810.
  • Ensure Verizon mandatory training is completed on time.
  • Work closely with SM /TPM and internal teams providing incident management to high profile customers.
  • Follow Escalations Process and take all appropriate action on any escalation you receive.
  • Responsible for performance of their team against defined targets, in Quality, Performance and Productivity. Making use of supplied reports in mentioned areas.
  • Provide supervision, guidance and mentoring to your team operating an open door policy to listen / address and concerns.
  • Provide incident support when required by customer or internal teams. Identify and provide solutions for the resolution of repetitive problems.
  • Ensure timely input and resolution to ETMS tickets in line with standard procedures.
  • Ensure lunch breaks, annual leave and trainings are balanced across the teams to ensure maximum cover.
  • Identify and help implement proactive measures to improve network stability.
  • Identify knowledge deficiencies in the team and resolve through mentoring / on job training or formal classroom training as appropriate.

What we’re looking for...

  • Ability to remain customer focused and understandingof the importance of exceeding customer expectations.
  • Ability to work efficiently as an individual whilst contributing to the teams overall results.
  • Understanding and practical use of time/workload management and prioritisation.
  • Ability to supervise and lead a team.
  • Good organizational skills.
  • Strong analytical and problem solving skills.
  • Ability to work using own initiative.
  • Good communication skills.
  • Good knowledge of network architechtures and technologies.
  • Vendor Certifications.
  • ITIL Foundation V3.
  • Understanding of Cisco/Juniper, IP, Ethernet and ISO Standards.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.