IT & N2 Manager

What the role covers

• Leading a team of Level 2 (N2) engineers across day-to-day operations and infrastructure projects
• Handling complex escalations from first-line and field support, and owning service levels and on-call cover
• Keeping the network, cloud services and servers available and secure
• Planning major infrastructure changes and supporting the project office
• Moving support processes to ITIL v4 and getting more out of the IT service management tool
• Working with IT colleagues in other countries and the support teams on site

What the brief asks for

• Hands-on network experience: enterprise firewalls, switches and access points, LAN and WAN, SD-WAN, routing and VLANs
• Windows Server and Active Directory, including DNS, DHCP and Group Policy
• Virtualisation and storage, including SAN and NAS
• Credibility as a technical lead who still works hands-on, and the discipline to formalise how the team works
• Composure in peak season and the autonomy to lead without close supervision
• Fluent French, and English at B2 to C1 level

What helps

• Cloud identity and single sign-on
• Network access control and VPNs
• Infrastructure automation or scripting
• Monitoring and alerting tools
• Backup and recovery, and disaster recovery or business continuity planning
• Device management on Windows and macOS