Global Senior Network Operations Manager

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. 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.

Main Responsibilities:

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/deployments. 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 is up and running to meet call center operations demands. 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. Analyze customer requirements and coordinate with various departments to recommend effective solutions as per client expectations. Responsible for Capacity Management / DRP preparations. Meets and coordinates in regular manner for technical updates, issues and resolutions with IT Leadership, Special Projects Manager, general I.T. Management and client (internal / external). Comply and Enforce Change Management Process, doing the technical peer review assigning tasks to Senior and Consultant teams. Present feasibility reports (including expense list) to the Management team when considering large purchases. Provides Support to Global Security Audits (Accountable) , SOWs, Client opportunities, etc. 

Skills & Requirements:

• Schedule flexibility
• English Written and verbal communication skills.
• Problem-solving and decision-making skills.
• Excellent communication and interpersonal skills
• Ability to respond to External & Internal requests
• Faster adaptation to technology changes 
• Schedule Flexibility
• Capacity Planning and Organization 
• Strong Leadership and people management skills
• Advance time and project management skills
• Teamwork mindset 
• Excellent Negotiation Skills
• Understanding of business
• Strong cultural awareness (Globalization)

Knowledge:

• English B2:
• Oral and written comprehension .
• Appropriate use of language.
• Proficient in using Google Suite
• Proficient in creating documentation such as policies, procedures, reports.
• Understanding in OSPF and BGP dynamic routing protocols and PBRs
• Knowledge in MPLS and VRF 
• Knowledge in QoS 
• Knowledge in UTMs, NGFW, IDS/IPS, Firewall services including VPN
• Knowledge in Troubleshooting VoIP H 323 and SIP
• Knowledge in managing WIFI Infrastructure

Studies & Experience:

• Bachelor in Systems, Computer Science or equivalent
• Previously Network Technologies or Security Technical Certification: CCNA, CCNP or equivalent or hands on experience
• Palo Alto Networks PCNSA or PCNSE Certifications or hands on experience are desirable Master, Postgraduate Studies are desirable
• Project Management, ITIL, Scrum, Agile or related studies are desirable
• 4 + years experience in IT operations with previously experience managing people.
• Cross Trained within IT Technologies: Network, Server, Voice, Cloud, able to understand IT Infrastructure interconnectivity
• Experience with Financial budget management: Opex, Capex.
• Experienced with coaching, mentoring, developing global teams
• Previous Experience in Network Monitoring Tools such as Solarwinds (NPM, NCM, Netflow), PRTG, Netbrain Map creation and real time captures of network status 
• Previous experience in managing Data and Voice networking equipment, including installation, configuration and maintenance

Additional Job Description

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. 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