OverviewAs an
IT Manager on the Network Operations team, you will be responsible for leading the day-to-day operations of the team, providing overall guidance and supervision. You will ensure all members of assigned technical teams are effective and fully utilized, and provide leadership in key interactions with others to define, analyze, and deliver customer solutions. You will be responsible for building trust to influence peers and others to break down barriers and drive results. Here, you'll have the opportunity to work across multiple teams to help deliver innovative solutions in support of Enterprise Mobility's technology strategy. You will need to collaborate with leaders and teams throughout IT to ensure alignment and partnership.
As an
IT Manager, you will be responsible for defining the goals, objectives, processes, and resources to support the overall Network Operations. This is an ideal role for a leader looking for an opportunity to make a significant impact, and develop and grow in a team-oriented environment. You'll have the chance to work with senior leaders in the organization, so collaboration and influence skills will be key.
- Leadership & Team Management:
- Oversee and manage a team of network engineers with a focus on agility and continuous improvement, providing 24/7 support
- Provide leadership, guidance, and support to ensure effective team performance and development
- Coordinate with senior management and other departments to align NetOps objectives with organizational goals
- Maintain and monitor required staffing levels and schedule to ensure that the team can meet the demand and respond in a timely manner to network and server anomalies and outages
- Handle escalations, both internal/external, and manage support from different levels, which includes quarter backing P1 incidents
- Manage tools, systems, and procedures to ensure dynamic management of issues and customer management
- Ability to balance risk with business priorities and applies the appropriate sense of urgency to issues
- Network Infrastructure Oversight:
- Provide overall expertise with all Network Operations functions
- Supervise network operations across 9 data centers (7 in North America and 2 in Europe), including managing Cisco IOS, Arista and Nexus devices, Palo Alto firewalls, F5 load balancers, and Infoblox DDI appliances
- Manage WAN connectivity for multiple corporate campuses and over 6,000 branches in North America. Oversee the use of VMWare VeloCloud routers and Meraki APs and switches.
- Break/Fix and Service Delivery:
- Oversee the resolution of break/fix issues and ensure high standards of service delivery
- Act as an escalation point for complex issues and outages impacting high-revenue locations
- Partner with third-party providers for tier 1 support and manage escalation processes
- Project Management:
- Lead and coordinate larger network projects, ensuring timely and successful completion
- Collaborate with project teams to plan, execute, and monitor network infrastructure projects
- Operational Excellence:
- Identify, influence, and drive opportunities to further our cloud networking objectives
- Own and drive multiple simultaneous efforts and roadmaps within the area through close coordination with various IT teams and external vendors
- Develop and implement processes and procedures to optimize network operations and improve efficiency
- Monitor performance metrics and ensure compliance with service level agreements (SLAs)
- Ensure continual process improvement within the Network Operations, including but not limited to: automation of Network Operations tasks and reporting, implementation of enterprise-wide monitoring initiatives, and routine administration task
QualificationsRequired:
- Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
- Must reside in the United States (does not include Alaska or Hawaii)
- Must be able to work a schedule within U.S. Central Standard Time core business hours.
- Must be committed to incorporating security into all decisions and daily job responsibilities
- 6+ years of related experience
- 2+ years of people management experience, to include hiring, 1-1 meetings, career coaching/ mentoring, performance reviews, salary reviews, etc.
- Must be able to work 4 pm CST to 1 am CST.
- Experience and knowledge of network technologies that support LAN/WAN, cloud, and broadband (VPN, DHCP, DNS, VLANS, as well as others not listed)
- Experience and knowledge of networking protocols such as TCP/IP, SNMP/ RMON, and RDP
- Experience of working in an Agile/Scrum development environment and working within sprint teams, using tools such as Jira and Confluence
- Exceptional communication skills, including the ability to articulate technical concepts to a non-technical audience
Preferred:
- Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or related field preferred
- Experience with the following Network Technologies is preferred:
- Prefer experience working in a large technology/ network environment
- Awareness and understanding of AWS or Azure technologies, products, and services
- Awareness and understanding of core networking concepts and technologies
- Ability to challenge current solutions, determine appropriate solutions, and ensure there is alignment across the organization
- Adept at improving outcomes through proactive coaching and development at all levels
- JIRA and SeriveNow background
