We are seeking a highly skilled and experienced professional to architect, design and oversee Telecommunications, Local Area Network (LAN), and Wide Area Network (WAN) operations. As the Senior Manager, Network Architecture & Vendor Governance (Network & Telecom), you will drive the effectiveness of your tower, monitor the performance of our Managed Service Provider (MSP) delivery team, and address issues and risks as they arise. You will act as the operational interface between the MSP and the Sr. Director of Infrastructure to ensure successful service delivery of network and telecommunications services.
Key Responsibilities
Collaborate with the Infrastructure Operations Leaders on strategic and tactical planning of telecommunications and network operations, enforcing security best practices design, implementation, and operational standards.
Design call management, advanced call distribution, and call recording systems to ensure highly available and resilient call center services
Provide governance for all telecommunications and network operational changes to minimize business impact.
Collaborate with telecommunications and network architects and engineers, approving designs for implementation and ongoing operational support.
Maintain operational stability and deployment of telecommunications and network solutions.
Act as the Telecommunications and Network Operations Subject Matter Expert (SME) for issue resolution, performing escalation facilitation, customer engagement, and proactive problem avoidance.
Own the design and creation of technology architectures and roadmaps through collaboration with key SMEs and stakeholders as needed.
Oversee large-scale projects for expansions, upgrades, and new services, monitoring budget and resources.
Ensure quality and adherence to network processes, procedures, and standards through best practices of quality assurance and control.
Identify changes needed in the network configuration to achieve technology organization goals.
Identify opportunities to save costs and manage assets more effectively, escalating opportunities to the Infrastructure Operations Manager.
Work with the Knowledge Management team to ensure knowledge articles and Standard Operating Procedures (SOPs) are accurate and up to date.
Perform governance responsibilities as outlined in defined processes; actively participate in MNK/MSP governance committee meetings (daily, weekly, monthly).
Identify and support the timely resolution of issues and risks for the Infrastructure and Operations tower.
Review and validate MSP performance (SLAs) reporting, volumetrics and invoice details.
Support Problem Management’s Root Cause Analysis process to ensure problems are being addressed and the appropriate CAPAs are identified and implemented.
Participate in identifying innovative solutions to enhance service delivery.
Responsible for activities outlined in the Governance Decision Rights Matrix; maintain an understanding of the agreement with MSP for Network and Telecom.
Engage and manage additional partners to complement MSP as required.
Minimum Requirements:
Bachelor’s degree in Computer Science, Engineering or related field
15+ years experience in architecture and design of complex networks.
Experience with Cisco ACI networks.
Experience in working with a Managed Service Delivery Model.
Process expert; subject matter expert for Telecom/Collaboration, Routing & Switching and Network Security.
CCIE certifications in Enterprise Infrastructure, Collaboration, and Security or equivalent experience.
Thorough knowledge and experience in maintaining and implementing technology operations for LAN, WAN, and telecom services.
In-depth understanding of network routing protocols, switching technologies, WAN technologies, and Software Defined Networks.
Wireless experience (Cloud based wireless as well as controller-based solutions)
Multi-domain Network Architecture experience (Cloud integrated, traditional, manufacturing and SDN networks).
VPN infrastructure preferably, Zscaler ZPA, Meraki SD-WAN and traditional VPN’s.
Knowledge of current protocols and standards, including ITIL.
Strong analytical and critical thinking skills.
Proven ability to work in collaboration with external suppliers, building and developing effective relationships.
Ability to define metrics and make recommendations for improvements.
Extensive hands-on customer service experience, with outstanding judgment and problem resolution skills.
Outstanding verbal/written communication, collaboration, presentation, and negotiation skills to lead an environment driven by customer service and teamwork.
