Sr Manager – Network Operations & Support (Network Operations & Support) – B4101_1
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Broad outline of the Role
Responsible for driving network operations and maintenance in the respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains with the objective of minimizing downtime of network infrastructure, providing quality of network, resolving network issues, and cost effectively enhancing customer experience. The role will involve- planning and implementing network improvement projects, managing network operations, network analysis, bringing in process and cost level improvements. This is a tactical role which has a significant mid-term impact on the business units overall results.
Purpose – Broad objective of the role
Size and Scope of Role – No. of direct reports
Size and Scope of Role – Total team size
Minimum qualification & experience
Graduate with 7-12 years of relevant experience
Other knowledge/skills
Extensive experience in operations and project implementation of network technology
Customer experience management
Understanding of domain and related technologies
Key Responsibilities
Lead domain specific operations team to meet the uptime targets.
Manage network operations and maintenance, this may include marine cables, network equipments, facility, security operations for all sites and network.
Ensure timely identification and fixing of network failures, review repeat issues to ensure permanent remedial actions are taken.
Lead and drive operational review meetings with vendors.
Develop tactics for improving operation efficiencies while improving service levels, employee retention and operational costs.
Provide direction and escalation support to 24/7 NOC team.
Manage difficult customer situations; respond promptly to customer needs; respond to requests for service and assistance.