We are part of International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky.

With a diverse workforce spread across four countries, IAG GBS provides creative and innovative solutions to drive sustainable transformation by delivering finance, procurement, and airline services, as well as group-wide systems across IAG. Each operating company benefits from the GBS centralised model, driving efficiencies, automation, and economies of scale.

IAG Tech’s vision is to increase shareholder value, accelerate business performance, delight
customers, enable employees, and protect our business through the innovative and agile use of technology and data.

Purpose of the role

The NOC Shift Engineer (Level 2) is a key member of the Operations Control Centre (OCC) and is a vital contributor in successfully managing and maintaining IAG’s network. This NOC Shift Lead Engineer will be working as part of a 24/7/365 team actively monitoring networks responding appropriately to alerts, troubleshooting, incidents, fulfilling requests and communicating internally/externally to meet/exceed stakeholder requirements and business objectives. Additionally, leading a small team to ensure the smooth running of the NOC during an active shift.

Accountabilities

Working in partnership with IAG Tech and the business to:

• Shift Lead: lead the active shift to ensure performance and capability across all NOC L2 responsibilities.
• Monitor Systems: Proactively monitor the performance and capability of the network using diversified tools. Identify risks to the optimal running of the network, the malfunctioning of hardware, software, and environmental alerts.
• Report Incidents: Log & escalate network issues that are complicated and need immediate responses or troubleshooting to management as per the Standard Operating Manual (SOM). Include other IT resources, 3rd parties or vendors for faster resolution times after obtaining approvals. Maintain the appropriate communication channels within internal teams and external teams so that all stakeholders are kept informed.
• Manage & Resolve Incidents: Take ownership and troubleshoot incidents coming into the NOC Level 2 queues. Follow IAG’s Standard Operating Manuals (SOM) and coordinate with third party vendors, customer contacts, or other IT teams to define & implement solutions.
• Fulfil Requests; Manage and fulfil network related requests coming into the NOC.
• Track Issues: In response to incidents, carefully track and document all defects and resolutions in detail. Update the ticketing system with the most up to date information and plan of action regarding each of the incidents, keeping end users and business stakeholders fully informed.
• RCA: Conduct Root Cause Analysis (RCA) on high impact incidents to understand, document and prevent future occurrences.
• Knowledge Sharing: Update and refine internal documentation and ensure the wider team is updated.
• SLA/OLA: Uphold the SLAs/OLAs with commitment and precision to ensure the business objectives are meet.

Qualifications

Educated to degree level or equivalent experience.

• CCNP (Cisco Certified Network Professional)
• CCNA (Cisco Certified Network Associate)

Desired qualification

Bachelor’s degree in computer information systems, management information systems, computer science, or a related field.

• CISSP (Certified Information Systems Security Professional)
• Project management certification (e.g., PMP)
• People management related certification

Skills

• Ability to work on multiple priorities and/or projects simultaneously.
• Excellent listening and communications skills, both verbal and written.
• Strong customer relationship skills.
• Organised, detail oriented and self-motivated.
• Ability to determine; time to resolution, stable workaround fixes.
• Ability to provide and maintain detailed technical documentation on each ticket along with clear action plans to resolution.
• Ability to remain in contact and fully update the client through to ticket closure, avoiding causes for escalations.
• Strong computer skills and the ability to effectively communicate across all platforms and stakeholders.
• Knowledge in routers, layer 2/3 switches, and other networking devices.
• General knowledge in managing Network tools.
• Problem-solving skills and ability to meet reasonable deadlines.
• Ability to build positive and collaborative relationships.
• Willingness to develop professionally.

Experience

• Minimum of 3 years’ experience in a NOC environment actively supporting networks.
• Team lead experience, or someone ready to take the 1st step in to team leading.
• Experience with network monitoring and management tools to proactively monitor network health and performance.
• Experienced in Cisco - Routing/Switching (5 years’ experience), Cloud-based solutions (AWS), Checkpoint Firewall (3 years’ experience), Juniper (3 years’ experience), and DNS/DHCP.
• Experience in interacting with network equipment vendors and service providers to resolve issues and ensure compliance.
• A track record of successfully diagnosing and resolving network incidents and requests within defined service level agreements (SLAs/OLAs).
• Experience working with proxy, F5 load balancers, and Checkpoint F/Ws
• Expertise in the design, analysis, optimization and operation of Wireless Networks.
• Skilled in the design, analysis, optimization and operation of LAN services.
• Demonstrated ability to maintain detailed network documentation such as Standard Operating Procedures (SOP).
• Experience in providing technical leadership & troubleshooting within project and major incident related conference calls.
• Demonstrated ability to perform routine maintenance activities in areas such as firewall rule updates, vulnerability management, etc.