Track Lead (Support & Operations)

About the role

Owns the operational bridge between the service desk and the network operations providers. The role makes sure that every incident raised by monitoring is correctly logged, owned by a named group, routed for onsite checks where those are needed, and driven to resolution against the committed service levels.

What you'll do

• Operate the documented integration process for incidents triggered by the network operations providers, including those requiring onsite primary checks
• Ensure correct logging, routing and ownership of every monitoring-originated incident, including assignment to the appropriate onsite support group
• Maintain alignment with the network operations provider's own process, including ticket linkage and the agreed coordination mechanism between the two ticketing estates
• Verify the validity of incoming requests and enforce correct ticket status management, so that reported progress reflects reality
• Coordinate and monitor resolution activity with infrastructure teams and third parties, applying escalation where there is delay or a blocking situation

What you need

• Coordination
• Reporting
• ITIL
• Documentation
• Dashboarding
• Any graduate

Good to have

• Vendor management