What are we looking for

Qualified IT manager with extensive experience managing enterprise networks and network operations center

Key roles and responsibilities

Establish and maintain a high quality service-oriented Global Network Operations Center (NOC)

Responsibility for 24/7 ITSM incident management for L1/L2/L3 network support, monitoring response, and reporting/metrics

Manage a team of network engineers responsible for Global NOC support and operational efficiency

Develop, maintain, and optimize Global NOC support process for improved SLA, QoS, and staffing

Establish and publish regular KPI’s/metrics useful for measuring performance, SLA, stability, and customer satisfaction

Identify patterns, foresee potential recurrence, and preempt with continuous improvement solutions

Ensure the oversight, organization, and motivation of all the team members of the Global NOC team

Hire, develop, and retain talents by encouraging continuous training, skills development, and team cross training

Provide leadership and guidance to NOC engineers for maintaining high-quality of services and support

Establish a strong process for team training, documentation, knowledge sharing, and publishing KB articles

Build, develop, and lead problem management process to ensure long-term network performance and stability.

Collaborate and align closely with corporate network ops teams on design standards, support process, security governance, and compliance

Collaborate and align closely Network Engineer team on new initiatives, new designs, and new solutions training

Support all India/APAC related network upgrades, site expansions, M&A’s and operational-related projects

Support and lead network security software vulnerability patches

Maintain network design, OS, and configuration standards

Manage local vendors/partner relationships and escalated as needed to ensure commitments and SLAs are met

Drive a continuous improvement environment and mindset: people, technology, and process

Effectively communicate and manage escalations with key stakeholders on critical service issues

Collaborate and effectively communicate with partners, vendors, and all internal stakeholders

Define processes and schedules for on-call support

Qualification:

Bachelor’s or master’s degree in Computer Science, Engineering, or related field

10 or more years of relevant experience in network architecting, designing, installing and maintaining network systems

Extensive experience in supervision and people management, demonstrated ability to lead and develop a global team

Exceptional verbal, written (including the development of procedural documentation), interpersonal, and presentation skills desired

Strong desire to learn, support, and train NOC engineers on new designs, solutions, and platform

Highly collaborative with excellent communication skills

Experience with team building and mentoring engineers

Experience with network management and testing tools

Experience with establishing network policies and procedures

Experience with managing network operations technicians

Comfortable working within operations as a subject matter expert

CCNP certification or equivalent is a plus.

Proficient in general networking designs and concepts (firewalls, routers, switches, load balancers, OSI model, TCP/IP, packet trace and analysis using Wireshark and tcpdump)

Strong experience with networking solutions and platforms (Cisco campus 9K, Cisco ACI, Nexus, Palo Alto firewalls, ZScaler ZIA, Versa, Riverbed WAN optimization, Solarwinds monitoring system, LiveAction, ClearPass authentication systems)

Intermediate experience and understanding in technical areas: Networking Protocols/Services BGP, OSPF, IPSec, GRE, HSRP/VRRP, NAT/PAT, SNMP, MPLS, VoIP, SIP, QoS, SDWAN

Self-driven improvement and welcomes new challenges