Global Network Operations (Senior Manager Level)

Job Description

Position Summary

• As Global Sr Network Operations Manager, yours is a multi-faceted role. You’ll be responsible for supporting at a Tier3 Level TELUS International networks across the globe, running with major projects and client deployments, and also leading and developing your senior staff to provide first rate technical support.

The Sr Network Manager:

• Ensures the continuous (i.e. 24×7) availability of TI local and global network
• Addresses all troubleshooting escalated issues and customer concerns on the network so these are accurately, monitored, detected, and resolved immediately
• Responds to emergency situations in a timely manner to decrease downtime.

Team Leadership

• Provides leadership and coaching to the Tier3 global network team leaders and senior admins assigned to their team, these include team engagement, career training and development, scheduled monthly one one ones, scheduling vacations, performance reviews and approvals.
• Responsible for ad-hoc supervision of a team for specific projects, resource management, process documentation, and team mentoring.
• Monitors and supervises the activities of Team Leaders and Senior Network Administrators to ensure the continuous Tier3 on call schedule (i.24 x 7) availability.
• Delegates specific jobs to be performed by each team member in compliance with internal and external customer requests or as required by circumstances. Maintains and improves the delivery of efficient networking services to all users within and outside the office premises.
• Develop and implement policies/procedures for daily operational management, including best practices for installing, configuring, maintaining, and troubleshooting network issues
• Provides support with the internal IT Tier3 Network Operations team for escalated SEV issues and in progress projects/deployment.
• Coordinates with the different accounts / functions within the Company and ensures that all network requirements are met.
• Coordinates for special requests with regards to network access. Ensures that the network isup and running to meet call center operations demands.

Vendor Management

• Manage Global Refresh Budget
• Manage Global Opex Budget
• Coordinates with telecommunications service providers and / or vendors for acquisition and timely delivery of needed equipment and technical support. Communicates with service providers through different media (email, phone) and requests for on-site / remote support.
• Maintains cordial working relations with vendors and / or service providers to expedite the processing, acquisition, and delivery of networking equipment.
• Calibrates with vendors / service providers related to networking equipment to ensure smooth and trouble-free operation of Company-wide systems.

Client Support & Project Activities

• Analyze customer requirements and coordinate with various departments to recommend effective solutions as per client expectations.
• Responsible for Capacity Management / DRP preparations
• Perform other project related duties as requested by management.
• Delegates specific jobs to be performed by each team member in compliance with internal and external customer requests or required

Required Language(s)English