Network Operations Manager

Manager Of Network Operations

Network Operations is responsible for providing robust IT services and support to all Divisions. As the Manager of Network Operations, you will lead the team responsible for innovating and maintaining a world class digital experience for all users. We are looking for an IT professional to transform our network, infrastructure, and operations support processes while ensuring we have ongoing stability. The right candidate will be able to balance day-to-day operations simultaneously while transforming how we provide services to the user community and raising the bar in all areas.

Actively support and foster a culture of inclusion

Driving a program to improve our Operational Excellence - transforming processes, procedures, and engagement models across internal and external teams

Implementing monitoring and automation across our landscape to create a "lights-off" environment reducing the amount of human interaction required to run and operate

Interact with management and staff to provide technical assistance for continuous improvement of IT network, infrastructure, and operations services

Establish RACI's and collaborate with operational partners and staff in a productive and positive manner

Lead infrastructure and network design and builds in new facilities

Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations

Establish metrics that measure, monitor, and maintain alignment to Service Level Agreements (SLA) while fostering continuous improvement

Managing incident and escalations and defining processes focused on improving our customers' experiences

Create and maintain strategic roadmaps aligned to business capabilities and digital transformation

Develop and maintain a strategic workforce plan that enables growth and career opportunities for your team

Be able to recruit and hire the best, while maintaining team performance

Oversee our managed service providers and redefine the operating model to determine what services should be outsourced versus in-house

What You'll Need

College degree preferred

Preferred Certifications:

• Cisco Certified Network Administrator (CCNA)
• Cisco Certified Network Professional (CCNP)

10+ years' experience - Enterprise level network support and design

6+ years' experience - Enterprise level telephony support and design

Expert knowledge of:

• Wide Area Network (WAN) and Local Area Network (LAN) management and configuration principles
• Cisco Networking hardware, IOS and NX-OS
• Networks, security guidelines and industry "best practices"
• LAN/WAN hardware devices, specifically Cisco routers and switches

Extensive experience:

• Designing and documenting networks from the ground up
• Configuring and supporting firewalls, including rule creation and modification, Checkpoint preferred
• Configuring and supporting load balancers, Citrix Netscaler preferred
• Configuring and deploying SD-WAN solutions, Silver Peak preferred
• With QOS on Cisco routers, and voice technologies

Experience with:

• Cisco IPT Phone Systems & Cisco Unified Call Center Express platform
• Meraki MX technologies a plus
• Monitoring tools such as SolarWinds
• Ticketing software, ServiceNow preferred
• Working with equipment vendors toward resolution of issues

Thorough understanding and expertise in configuring, troubleshooting, debugging and administration of Cisco technologies including but not limited to: Routers, Switches, and Voice technologies.

In depth understanding of the following protocols: VOIP, ISDN, Q921, Q931, H.323, H.264, BGP, MGCP, SIP, RTP, EIGRP, OSPF

Highly skilled in:

• Solving complex technical problems involving integrated operating systems and hardware platforms
• Analyzing data and implementing solutions
• Assessing and prioritizing multiple tasks, projects, and demands

Skills in establishing and maintaining cooperative working relationships with other employees, telecom companies, vendors, and other organizations

Deep understanding of TCP/IP

Deep understanding of Data Center design and maintenance

Deep understanding of facility wiring design and implementation

Understanding of Disaster Recovery concepts and applications and ability to identify opportunities for improvement and implement changes

Proven ability to apply technology and process solutions to business problems

Proven ability to manage large and complex projects and issues

Experience in a large inter-networking or distributed computing environment

Excellent communications and interpersonal skills

Proven ability to work independently to complete projects/goals

Results-orientation: positive goal-oriented attitude in the workplace

Ability to successfully pass pre-employment (post offer) Company or Facility background check, motor vehicle record report and drug screening