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Leader of Network and Unified Communications Operations
Il y a 3 mois
The Network and Unified Communications (UC) team operates on a global scale, facilitating the management of cross-regional initiatives. The leader of Network Operations will play a crucial role in executing the Global Network strategy and will be responsible for overseeing the high-availability network infrastructure and associated operational services in accordance with established Service Level Targets.
Key Responsibilities
Team Leadership
- Directly supervise members of the Network & UC Operations team
- Guide, manage, and coordinate a team of network engineers
- Identify and define the necessary skills and talents for team members
- Oversee the training and development of network engineers
- Provide leadership to foster a process-oriented, cross-functional team
- Manage scheduling, workload, and operational streams to enhance service delivery
- Address both technical and non-technical escalations
- Inspire, motivate, and direct team members to cultivate a collaborative environment
- Ensure adherence to proper implementation and procedural compliance
- Promote a culture of safety in daily operations for all team members
Incident and Event Management
- Ensure the efficient resolution of incidents and problems utilizing people, processes, and technology, aligned with ITIL standards.
- Communicate timely, accurately, and effectively regarding service-impacting events.
- Collaborate with vendors for issue resolution and communication.
- Coordinate with the IT Customer Care team on improvement tickets and service request management.
Enterprise Monitoring
- Oversee the process for effectively monitoring all services to ensure compliance with standards, best practices, and SLAs.
- Report on key metrics related to availability, incident resolution, and service delivery performance, ensuring close adherence to Service Level Agreements (SLAs).
- Manage the toolsets necessary for providing event management services.
Continuous Improvement
- Provide leadership and technological guidance while mentoring others within their technical domain.
- Ensure the networking system operates efficiently without interruptions.
- Maintain consistency in Configuration Management Database (CMDB) data.
- Lead the lifecycle management of network resources.
- Document and manage standards, policies, processes, and site architecture for Network and UC.
- Conduct regular reviews for process improvement to ensure ongoing optimization.
- Contribute to addressing audit findings related to network remediation.
- Coordinate the monthly cleanup process of monitoring tools.
- Establish processes to ensure appropriate WAN, LAN, and device access privileges are granted, ensuring data integrity and security.
- Collaborate with others to develop and maintain business continuity and contingency plans, including disaster recovery and emergency operations plans.
Administrative Duties
- Manage maintenance and renewal processes for licenses.
- Closely monitor bills and expenditures.
- Work with the Network Operations Manager to assist in vendor management and relationship building.
The tasks and responsibilities outlined above are not exhaustive and may evolve based on future projects.
Qualifications & Experience
Essential
- University degree in IT or telecommunications systems
- Fluent in English (spoken, written, read)
- 3 to 5 years of experience managing telecommunications engineers and staff
- Previous managerial experience in a global environment
- Working technical knowledge of current network hardware, protocols, and standards, including IP, Ethernet, Cisco Wi-Fi, Palo Alto firewalls, Global Protect VPN client, Palo Alto Prisma, Forcepoint URL filtering, BGP, MPLS, SDWAN, SASE, etc.
- Experience in a collaborative, team-oriented environment
- Ability to learn from experienced team members
Desirable
- Experience in a culturally diverse global company
- Experience in cloud networking architecture
Skills & Personal Attributes
Leadership
- Strong ability to convey technical information to non-technical users clearly.
- Ability to synthesize information effectively.
- Flexible working hours to accommodate diverse geographical locations.
- Safety-oriented and driven, leading by example in all safety matters.
Communication & Collaboration
- Strong verbal and written communication skills.
- Interpersonal and collaborative abilities.
- Proactive in communicating detailed information to management and team members.
- Ability to drive organizational changes.
- Ability to thrive in an international and multicultural environment.
Results Orientation
- Strong organizational, resource management, and planning skills.
- Problem-solving capabilities with a rigorous mindset.
- Superior analytical abilities.
Improvement Focus
- Keen attention to detail.
- Commitment to continuous improvement.
and
Permanent