Growth Operations Assistant facilitating day - to - day growth team activities in a vibrant, fast - paced environment. Managing schedules, events, and CRM data integrity in the growth department.
About the role
- Operations Team Leader overseeing Network Operations Centre for ARO, ensuring service stability and team coordination.
Responsibilities
- Provide hands-on support as required during peak demand, major incidents, or complex escalations, including active triage and coordination to restore service quickly.
- Maintain operational oversight of incidents, requests, and maintenance activities during the shift; ensure escalation triggers and comms are applied consistently.
- Coordinate operational support activities impacting data centre environments (e.g., access/remote hands coordination, platform availability, planned works impacts, and restoration activities), working with relevant internal teams and suppliers.
- Run structured shift handovers, ensuring accurate operational status, risks, and priorities are captured and transferred
- Coordinate shift rotas and resourcing, including short notice cover and adherence to handover discipline, to maintain effective 24/7 operational coverage.
- Act as the first-line management escalation point for operational issues (technical prioritisation, process adherence, ticket quality, customer impact), escalating to senior leadership / technical leadership where required.
- Lead the operational response to Major Incidents when required, ensuring clear stakeholder updates, escalation control, and timely service restoration (including out-of-hours).
- Coordinate planned maintenance execution via CAB (including patching / monitoring / resilience checks) within agreed windows, ensuring approvals, pre-requisites, risk/impact assessment, and stakeholder comms are in place.
- Monitor operational KPIs at shift level (e.g., response, resolution, backlog, SLA risk signals) and raise risks early.
- Support customer service review meetings (e.g., monthly/quarterly), providing operational performance input (KPIs, incident themes, improvement actions) and ensuring agreed actions are owned and tracked through to closure.
- Support pre-sales activities where required, providing operational input to solution design and service transition planning (e.g., support model, monitoring, on-call, documentation, and BAU readiness)
- Coach engineers on ticket quality, communications, and process adherence; contribute to training plans and progression inputs with line management.
- Participate in post-incident reviews and contribute operational evidence / timelines to RCA.
- Support compliance activity by ensuring operational records, audit trails, and evidence are produced through standard tooling and process.
Requirements
- Experience leading or supervising a technical operations, service desk, or NOC team in an MSP, ISP, or enterprise IT environment.
- Working knowledge of incident management, escalation, and ITIL-aligned operational practices.
- Ability to coordinate a multi-skill frontline team under time pressure, maintaining structure and clear communications.
- Operational understanding of common infrastructure and network platforms (e.g., VMware, Azure, Fortinet, Cisco, Veeam) sufficient to triage, prioritise, and escalate effectively.
- Experience supporting services within data centre environments (co-location or owned facilities), including operational considerations for availability, change windows, and coordinated restoration.
- Stakeholder Communication: Strong skills for internal coordination and operational customer updates.
- ITIL v4 Foundation certification.
- Experience supporting services across cloud and partner hosting environments.
- Experience in a 24/7 or shift-based environment.
- Exposure to regulated / governance-driven environments (e.g., ISO 27001 and NHS service contexts).
- Familiarity with BAU delivery frameworks and operational governance processes.
- Exposure to escalation coordination with Tier 3 / Technical Leads.
- Ability to contribute to process improvement, operational efficiency, and service quality initiatives.
- Hands-on experience with multi-vendor infrastructure environments, enhancing operational flexibility.
Benefits
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us!
- Health Club and Wellbeing Scheme
- ARO Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
- Hybrid working
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