Network Operations Manager  

Key Accountabilities:

• Assign and manage the work load of shift personnel, as well as escalate resource constraints to management.
• Oversee day-to-day Network Operations, escalations, ticketing and communications with upper management.
• Further develop process and procedures within the NetOps.
• Update and maintain documentation associated with processes and procedures (run books).
• Hire, train, mentor and develop technicians with advanced technical skill sets.
• Manage the troubleshooting of major issues.
• Coordinate efforts to identify root cause and recommend solutions.
• Manage and coordinate monthly maintenance processes.
• Provides leadership and coordination on projects assigned.
• Identify areas for process and efficiency improvement within the Data Center and Enterprise; recommend prioritized enhancements and oversee implementation.
• Strong experience in process and process development including the development and measurement of KPI’s.
• Ensure that systemic issues have appropriate resolution paths.
• Identify and document root cause for priority issues.
• Generate key reports for management including but not limited to: system availability, service level agreements, ticket resolution and customer issues.
• Is subject to call 24 hours, 7 days a week.

Required Experience:

• Minimum of 5 years of leadership experience in a 24x7x365 IT environment.
• Strong network troubleshooting, process workflow, and communication skills are a critical requirement.
• Ability to exercise independent judgment in planning, organizing, and performing network analytical tasks.
• Experience in people-management and conflict resolution.
• Must have very strong problem-solving skills.
• Working knowledge of network commands and support tools such as Traceroute, NSLookup, TCPdump, and Wireshark.
• Experience with networks, routers, switches, wireless, VoIP, etc.
• Experience in the IT BPO space is a plus

Education and Skills:

• Bachelor’s Degree in Computer Science, Information Systems preferred.
• Strong overall IT work experience is required.
• Must have the ability to communicate, motivate, and organize projects among a broad spectrum of personnel throughout the network, frequently under deadline pressure.
• Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, vendors, and peers.