Global Network Operations Lead
ConfidentialBengaluru / Bangalore, India22 days ago
Job descriptionRun & Restore Lead the global NOC / NON‑STOP operations (L1.5 / L2 / L3) and serve as escalation owner for critical events, ensuring rapid triage, stakeholder comms, and service restoration. Drive structured Major Incident Management and post‑incident reviews; ensure timely RCAs and permanent fixes in collaboration with domain SMEs. Govern change, release, and maintenance windows to maximize change success rate and reduce risk. Observe & Improve Own observability for networks : telemetry / NetFlow, logs, topology, and experience dashboards; integrate events to ITSM for correlation and auto‑ticketing. Establish runbook automation (auto‑diagnose / auto‑resolve) and track toil reduction KPIs; champion DNAC / ISE insights where applicable. Lead Problem Management and trend reviews; publish improvements that reduce repeat incidents. Engineer for Reliability Partner with Network Engineering on NetDevOps (IaC, pipelines) and reliability patterns (standard configs, golden images, pre‑checks, auto‑rollback). Co‑own the SD‑LAN / SD‑WAN / SASE runbook maturity and lifecycle (patching, certs, EOX / EOL) with product / engineering leads. Governance, Service Levels & Vendors Define and report SLAs (response, resolution, availability, RCA timeliness), with monthly service reviews and continuous improvement backlog. Manage carriers, OEMs, and MSPs (e.g., Cisco, F5, firewall / SSE partners) for escalations, RMAs, upgrades, and roadmaps; ensure contract and support alignment. People & Ways of Working Build and lead a follow‑the‑sun team culture—shift rosters, on‑call, skills matrix, playbooks, and readiness drills; mentor leads across regions. Align to our internal Job Architecture and career paths; drive certification plans and capability audits. Experience : 12–15+ years in enterprise / managed network operations with 5+ years leading global 24×7 teams (NOC / operations leadership). Operations Mastery : Proven command of ITIL Incident / Change / Problem, Major Incident leadership, RCA writing, and service reviews in ServiceNow. Tech Breadth : Hands‑on familiarity with campus / LAN (SD‑LAN / DNAC / ISE), WAN / SD‑WAN, load balancing, firewalls, DNS / DHCP / IPAM, Wi‑Fi, and observability stacks (e.g., SolarWinds / NPM / NCM, event correlation). Automation Mindset : Evidence of introducing runbook automation, config‑as‑code, or CI / CD for network operations. Stakeholder & Vendor Mgmt : Executive communication and supplier governance across OEMs / ISPs; measurable outcomes on MTTR and CSAT. Certifications such as CCNP / CCIE, JNCIP, NSE / PCNSE, F5, Zscaler / Palo Alto SSE, or cloud networking (AWS / Azure) are plus points. Experience with experience analytics, and proactive operations (predictive incidenting).
WE'RE HIRING AS A GLOBAL DIGITAL NETWORK OPERATIONS LEAD AT INDIA!
Excis is a global IT support leader globally, driven by innovation and collaboration.
We're looking for a Global Digital Network Operations Lead to head our 24×7 worldwide network operations - ensuring availability, performance, security and continuous improvement across enterprise and customer networks.
Key Outcomes (what 'great' Looks Like)
- Availability & Resilience : Meet or exceed regional / global availability targets; reduce P1 MTTR and variance through proactive operations, problem management, and automation.
- Service Restoration : Consistent, well‑run Major Incident bridges with timely comms, crisp ownership, and post‑incident RCA within agreed timelines.
- Operational Excellence : ITIL‑aligned processes (Incident / Change / Problem / Req) executed with discipline; audit‑ready records in ServiceNow.
- Automation & NetDevOps : Measurable growth in runbook automation and config‑as‑code; quarterly feature / automation increments delivered with the network engineering team.
- Follow‑the‑Sun : Seamless handoffs and consistent quality across GIDC / NOC locations, with shared playbooks and common tooling.
Requirements
Required Qualifications
Preferred Qualifications
KPIs & Measures
MTTR / MTTD by severity; % P1 handled within SLA; Change Success Rate; Availability by tier; RCA timeliness (first draft / final); % alerts auto‑remediated; ticket deflection via automation.
Tools & Platforms (indicative)
ITSM / ITOM : ServiceNow; Event correlation / AIOps and NPM / NCM stacks as deployed; DNAC / ISE where applicable; CMDB alignment.
Benefits
Why Join Us :
At Excis, your work matters. You'll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.
Ready to make a difference and grow your career Apply now to join Excis in India and be at the forefront of IT support excellence!
Skills Required
Servicenow, Dns, Itil, Firewalls, Dhcp, event correlation , Ipam, Load Balancing, Ise
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Lead Network • Bengaluru / Bangalore, India
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