The Manager of Network operations is responsible for overseeing Ensono Core/ Shared network infrastructure and backbone operations on behalf of Ensono clients. The leader will lead Regional functional management team to minimize risk, execute change, reduce service disruptions, and optimize service delivery. This individual must have strong leadership skills and be able to influence and work effectively with Global cross functional teams and driving a best-in-class operational experience.
This role will be responsible for driving consistent global process across this function and will be knowledgeable of ITIL processes and various infrastructure management technologies and tools. The leader is responsible for staffing, implementing strategy, and delivering upon a one team culture. Creating a results-oriented culture that values initiative, leadership, and collaboration.
Additionally, the leader will drive a continuous improvement on delivery of services with a focus on efficiency and reduction in client impacting events. Lastly, they will work with their associates to evaluate risks, design plans to mitigate those risks, execute the plans, and ensure they work as designed. This critical role is key in the successful technical oversight of network and security and will contribute to the overall company success and financial growth. The position ensures internal operational capabilities are present and makes collaborative decisions to help set client expectations.
The Network Operations team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:
Managing core network environment with ASR1K/9K core routers and ACI, Nexus 9K,7K,5K,3K,2K and 35xx, 6509 series switches
Network WAN backbone, MPLS and internet connectivity with BGP, ISIS, OSPF routing protocols. Extensive use of VRFs, route import/export
Cisco ASA, FTD, Checkpoint, Palo-Alto, NSX firewall management with IDS and threat prevention modules
VMware NSX-V and NSX-T based cloud environments with ACI underlay
F5, Netscalar, A10 load balancers
Standardizing the process across our clients to deliver service consistently
Supporting Major Incidents 24×7 as needed
Delivering service availability as specified per client contracts
Managing client/Internal communication on all upgrade related activities
Managing vendor escalations to help resolve issues
Reviewing and analyzing the failure trends
Reducing the failures through root cause analysis
Identify and execute the automation opportunities to generate efficiencies in team and be able to manage workload efficiently
Ensuring plans are progressed seamlessly and dependencies are called out
Ensure all the relevant documentation is updated/ created to enable global support
Review the progress of upgrade in governance calls with leadership and management
Lead, manage, monitor, mentor and grow Network team responsible for supporting core and shared network infrastructure hardware and OS
Own operations and administration of our production Network services to ensure reliability, recoverability, and optimum performance.
Ensuring clarity around priorities and goals for the entire functional area
Create efficiencies and improve performance and reliability of the environment by use of latest technologies advancement, automations, and process improvements
Provide thought leadership on our global network and cloud transformation
Liaise effectively with Service Managers, Project Managers, Security, Product and Operations teams to effectively provide exceptional service to Ensono clients.
Working with senior management and other peers for strategy development and execution planning
Create, manage, and report against KPIs for incidents, requests, changes, and problems, overseeing all platform change management and deployment activities
Conduct reviews with senior leadership to review the progress/ status of function
Handling client escalations to ensure support engineers are focused and addressing the issues
Driving continuous improvements within the area of responsibility
Taking proactive approach to risk management, ensuring risks and issues are identified, addressed, and reported and, where appropriate, escalated
Ensure team has appropriate standard process, checklists, guides, best practices, and procedures
Work with process owners to assist in the adoption and adherence to ITIL processes
Drive innovation and stay abreast of Network, security, and automation technology trends and as appropriate, facilitate their adoption in a standard consistent way globally.
Leadership skills to prioritize work and create roadmap for taking function to next level of maturity
Ability to mentor and guide individuals on both working practices and technical ability.
Analytical skills and Problem-Solving Ability
Excellent customer service skills
Effective and clear communication skills across all levels of the Company and Globally, with ability to describe complex technical scenarios in concise manner with confidence and conviction
Ability to foster healthy employee relations
Strong sense of ownership, ability to prioritize, attention to detail and adherence to all compliance procedures& policies.
Respectful of different cultures, working with colleagues from across the globe.
Overall 12+ years of working experience in managing 24 X7 operations and leading teams
7+ years’ experience in leading technical teams
5+ years of managerial experience
3+ years managing in a global environment
Should have experience in getting the standard process implemented across global teams
Strong management experience to include hiring, training, knowledge transfer, coaching, mentoring, succession planning, and budget management of IT Infrastructure functions
Should have created value by conceptualizing and leading regional and global initiatives for improvement
Developed functional business plans and assumed line responsibility for the successful implementation of those plans in an efficient and effective manner
Should have experience in mentoring direct reports to help improve team metrics
Deep understanding of Networking (routing, switching, ACI), Firewalls(Checkpoint, Palo-Alto, NSX, Cisco) technologies
Good to haveF understanding of VMWare and Cloud (NSX, VCD, ESG, DLR) technologies
Working knowledge of one or more of F5, Netscalar and A10 load balancers is preferred
Solid understanding of all IT Infrastructure related areas
Excellent understanding of ITIL management practices
Significant & demonstrable experience working within a service provider or professional services environment