Critical to the success of this role is the oversight and management of the external managed service vendor. Responsible to continually reevaluate the existing contract and service agreements. Routinely ensure all vendor processes/protocols are established/maintained/followed and all SLAs are met. If they are not met, identify why and hold vendor accountable until resolved, possibly leveraging contractual agreements to seek payment remittance. Confirm appropriate escalation of critical issues is executed with urgency and accuracy. Closely partner with internal support resources and 3rd party support teams for issues that may require multiple disciplines be engaged for issue resolution. Ability to manage these types of tasks in a PM lifecycle approach is ideal. Driving a roadmap of success in which the vendor and internal stakeholders can clearly see planned maintenance, enhancements, defect triage/resolution, project deliverables and strategic direction set for the network environment.
Improve and increase internet speeds within the fleet of 800 stores.
Proactively manage bandwidth growth of increasing network data requirements.
Improve operational intelligence by developing accurate dashboards with tools such as SPLUNK and VEEAM. Create relevant metrics and reports for output to various levels of the organization. Present findings on a set frequency to leadership audience.
Optimize Store Wi-Fi capabilities while congruently ensuring Wi-Fi usage never impacts PoS core critical operations. Strategically analyze and optimize the location and performance of access points in stores.
Drive strategic initiatives with Director, VP and internal business partners for improved future state networkarchitecture design and enhanced features/roadmaps gathered from internal business partners.
Provide networking support for all aspects of Retail Store Network which includes but not limited to: store networkrouter, switch, cabling, wireless infrastructure, telecommunications, data communications and management of new store network/telecommunications implementation. Maintain 24x7x365 on call support for RetailNetworking Systems.
Manage Networking Systems technical problems, quickly identifying, addressing and resolving issues.
Partner with Retail Store Systems support teams and vendor to improve incident management and escalations processes.
Maintain strong communications and working relationship with Store Systems, Store Support, Store Operations, Enterprise Architects, Engineering Services, New Stores, Construction/Store Design and otherinternal/external partners.
Manage scheduling, staffing and evaluation of individuals within his/her team. Direct project activities of the Network team, insuring adherence to established PLC methodology.
Recruits and selects for employment high quality Network personnel.
Provides valuable project management for all operational and project related workloads according to PLC guidelines.
Audits and evaluates the performance of his/her functional area of responsibility in the organization and takes or recommends whatever action is necessary to insure that objectives and goals are achieved efficiently.
Manages a small team of direct reports
Function as back up or hands-on assistance during any high volume time periods that occur frequently throughout the Retail calendar year (Easter/Holy Week, Back to School, Tax Free, Labor Day, Black Friday and December Holiday)
Availability to periodically work nights, weekends or holidays as support issues and business needs demand.
Work in close coordination with Engineering, Operations, Help Desk, Store Support, Store Systems and Network Support teams on both project and operational tasks
Understands and supports the Companys goals and objectives, and makes certain that his/her actions and decisions are consistent with them.
Keeps his/her supervisor informed of all matters of importance and particularly those instances where deviations from planned results are likely to occur.
Performs otherresponsibilities and duties as assigned by his/her supervisor.
Experience and Skills
BachelorDegree or 10+ years IT experience managing networks in a corporate environment supporting 1000+ users.
Retail IT experience highly preferred.
Prior experience with MSP vendor relationship. Preferably responsible for the relationship and driving strategic initiatives/roadmap.
Experience managing network service agreements for a minimum of 300 locations (retaillocations preferred).
Superior customer service and interpersonal skills a must.
Understands DR planning and execution, maintaining an active DR plan for RetailNetworking Systems.
Experience with Wide Area Network/Local Area Network/Wireless Network design/SD WAN operability and best practices for a distributed retailnetwork operation.
Experience with Managed Service providers in relation to Provider metrics, understanding contractual agreements, technology trends and day to day Provider operational expectations.
Understands fast paced dynamic Retail IT technology advancements and possesses skills to shift priorities accordingly and meet shifting deadlines.
Can develop and maintain MS Project plans
Position ID: 85329-236300