Network Analyst / Network Engineer / Network Operations (NOC)

Key purpose

As a global company of 50,000+ employees we rely on the support of our IT Services team to keep the business running smoothly and efficiently. As our Network analyst, you’ll be you’ll be responsible for the overall maintenance, administration and Implementation of the Network Service, working with suppliers and operational teams to continually review the technology and deployments to assure fit for purpose and performance.

Network is a core ITS service and is responsible for the delivery of connectivity services across the UK, Europe, and the Global Corporate network backbone. The service connects Serco sites to Corporate Services through local access networks, site-to-site connectivity, remote worker access, Secure Access Service Edge (SASE), and Wide Area Network (WAN) services, enabling seamless communication and business operations across the organisation.

Network Analyst will support the development, implementation, and continual improvement of Network Services by working closely with the Product Owner-Network, Foundation Manager, IT Directors, and the business to gather functional and performance requirements. The role is supporting translating business needs into service requirements, contributing to technical designs, assessing service impacts, identifying risks and dependencies, supporting financial planning, and assisting with the successful introduction of new or enhanced network services.

Network Analyst will support and contribute to ensuring that network services align with Serco's strategic objectives, business requirements, operational needs, security standards, and technology roadmap. The role is responsible for supporting service lifecycle management activities, including requirements gathering, service transition, adoption, documentation, governance, reporting, and continual service improvement.

Network Analyst is responsible for supporting service performance and stakeholder satisfaction, identifying opportunities to improve network services, and contributing to the development and maintenance of service roadmaps to ensure services remain secure, scalable, and aligned with business needs.

Structure and reporting relationship

The role reports into Product Owner-Network but will have a close working connection with the Divisional IT teams, Partners/3rd parties, Operational Teams and specifically Service Management.

Based on the specific requirement of the role

Key accountabilities

·        Network Analyst will support the maintenance and operation of secure network services, including multi-cloud enterprise network infrastructure and secure cloud networking. Assists in the delivery and support of Local Area Network (LAN), wireless (Wi-Fi), and physical network environments across managed locations, helping to ensure service availability, security, and compliance requirements are met for business and secure contracts.

·        This role encompasses numerous activities from supporting service management in addressing network systemic/design issues to acting as a cross-functional link across delivery teams, most prominently between Operations and partner/3rd party teams. You will need to be a god communicator who is highly adaptable and always drives a collaborative approach.

·        Maintains and develops technical knowledge by keeping up to date with network technologies, industry best practices, and emerging trends, applying learning to support service performance, operational excellence, and continuous improvement.

·        Lastly, as a multi-site company, you’ll need to be able to travel to a number of Serco sites as well as strategic partner locations. 

Essential technical and professional skills, knowledge and qualifications

Technical Skills and Knowledge: Candidates must demonstrate a good understanding of enterprise networking technologies, including AWS and Azure networking services, WAN/SD-WAN, VPN, LAN, and Wi-Fi environments. Uses monitoring and troubleshooting tools to identify, investigate, and resolve network issues, supporting service availability, performance, and security. Works with Cisco Meraki, Strata Cloud Manager, Palo Alto firewall, and follows established standards, processes, and best practices to maintain reliable network services.

Highly desirable / strongly preferred knowledge of TCP/IP, DNS, DHCP, routing, switching, VPNs, wireless networking, and network security principles with clear priority on:

·        Experience monitoring, troubleshooting, and supporting enterprise network services across LAN, WAN, SD-WAN, VPN, and Wi-Fi environments.

·        Working knowledge of cloud networking concepts and services within AWS or Azure, with the ability to support and troubleshoot connectivity and network-related issues.

·        Experience with network management and monitoring tools to identify, investigate, and resolve network incidents and service requests.

·        Familiarity with enterprise networking and security technologies such as Cisco Meraki, Palo Alto, or similar vendor platforms.

·        Understanding of network security concepts, including firewall policies, secure access, network segmentation, and zero-trust principles.

·        Ability to work collaboratively with engineering, security, and infrastructure teams to maintain reliable, secure, and high-performing network services.

Architectural standards: Working knowledge of network architecture concepts and technical documentation, with the ability to interpret architecture diagrams, High-Level Designs (HLDs), and Low-Level Designs (LLDs) to support network operations, troubleshooting, and project delivery.

Professional Skills and Qualifications: Professionally, candidates need 2+ years of network engineering and demonstrates experience supporting, monitoring, and troubleshooting enterprise network environments, including LAN, WAN, VPN, wireless, and cloud-based networking services. A relevant degree, technical qualification, or equivalent practical experience is desirable. Relevant industry certifications such as CCNA, CompTIA Network+, Azure Fundamentals, or equivalent networking are advantageous. Experience working within secure, regulated, or public sector environments is desirable, alongside an understanding of network security principles, operational processes, and compliance requirements.

Strategic & Innovative thinking: The Network analyst must Supports the ongoing development and improvement of network services by monitoring technology trends, identifying opportunities for operational and service enhancements, and providing recommendations that improve network performance, security, resilience, and user experience.

People Skills: Network Analyst must build effective working relationships with customers, suppliers, and IT teams through strong communication, collaboration, and a customer-focused approach. Works effectively within a matrix environment to support network operations, resolve issues, and contribute to continuous service improvement.

Partner Management skills: Network Analyst should have experience of working with and actively managing partners/3rd parties, preferably Technical Design and Operations teams delivering the service. 

Communication Skills: The role of a Network analyst requires interaction, especially with Customers. Interaction also extends to other functional managers as well as other personnel across the business. These cross-functional interactions mostly focus on Technologies, Service improvement tasks have good, collaborative, detailed communication approach.

Interpersonal Skills: Other interpersonal skills that are necessary for the execution of the Network analyst role, a strong customer and user-focused mindset, ensuring that network services are delivered reliably and meet business needs. Demonstrate excellent analytical and problem-solving skills, with the ability to investigate incidents, identify root causes, and support timely resolution of network issues. Attention to detail, strong organisational skills, and the ability to manage competing priorities in a fast-paced environment are essential.