Network & Communications Center Operations Manager
1 miesiąc temu
Network & Communications Center Operations Manager
What this role is about?
Networks & Communications Operations Manager primarily is accountable for ensuring maximum service availability and health of network services including Wide Area Network, Local Area Network, Internet and Security, Remote Access, Managed Application Delivery Controller, Unified Communications, Call Centers, and Video Conferencing.
Together with your peers in a globally working Team, you will be responsible for managing incidents, problems, and crises in close collaboration with the service providers' operations teams, ensuring the proper operational readiness of the new services delivered into production or changes deployed, SLA compliance, and reporting.
You will also be responsible for keeping above mentioned services secure and protected against vulnerabilities following IT Policies. This position exists to ensure maximum network services availability for 500+ JT-Group offices and factories which are equipped with 1400+ routers and next-generation firewalls, 3200+ LAN Switches 90'000+ LAN ports, 5'300+ Wi-Fi Access Points, 55'000 Microsoft Teams users, Tele Sales, and IT Call Centers.
What will you do?
Incident Management and Support:
Ensure that all telecom services are up and running, incidents are reported to service providers in a timely manner with the right priority and resolved within committed Service Level Objective or being escalated properly for resolution within the different layers of the escalation process Provide support and ensure resolution in a timely manner for the incidents or problems assigned to the Team Take a Tier-2 expertise support role within the escalation process in case of complex incidents/problemsCrisis Management:
Manage / Coordinate the whole troubleshooting process within crises to get issues resolved in a timely manner and minimize the business impacts. Ensure awareness of IT senior management and provide frequent reportingChange Management and Operational Readiness:
Evaluate the operational compliance and eventually accept/reject readiness and availability of all new services delivered or changes implemented in production before the service readiness announcement Manage / Coordinate all routine change requests initiated by the providers or configuration changes initiated by internal JTI customers. Ensure all network service components have the latest possible software in accordance with the Software and Patch Management PolicySLA Management:
Ensure SLA compliance of all service providers Review, and evaluate Provider's SLA reports and take required improvement actions Provide input to the Operations Team Lead for regular internal SLA reporting As part of a global Team, contribute to the quality of the internal I&O Dashboard that's built-in Service Now and monitor/take action that KPIs are not violating the agreed thresholdsCapacity Management:
Monitor the performance of all services and make recommendations to the Service Delivery Team for further review and recommendations to the customersWhat are we looking for?
University degree in Computer Science or equivalent Fluent English Strong IT Telecommunication background Experience in project and program management Proven experience in operating enterprise-wide solutions in Telecom environments in the areas of Data, Voice and Video Networks, Remote Access, IP Telephony, Call Centers, Intranet / Internet, and related security services Problem, Change, and Crisis Management experience SLA monitoring and reporting Service Provider / Customer Relationship Management Solid communication and crisis management skills Experienced in service delivery and communication with customers as being member of a customer-facing organization Specific knowledge of/work experience with Cisco (IOS, routing and switching), Cisco Wireless LAN Controller, Cisco DNA-Center, FortiGate (FortiManager/FortiAnalyzer), F5 Big IP and Ivanti Pulse Secure is a plusWhat are the next steps – Recruitment Process:
Thank you very much for your interest in the role. You are welcome to apply.
Feedback will be provided to all interested candidates throughout the recruitment process.
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