Senior Manager, Network Operations

Network Operations provides 24x7 support for the organization's global production network infrastructure by performing proactive routines that ensure service impacts are avoided. Staff members also interact with customers and peers in Operations and Engineering to facilitate effective handling of service requests and connectivity issues.

The role of Senior Manager, Network Operations is responsible for leading and developing a team of network operations analysts to deliver excellent technical support for critical operations of a globally distributed financial network through prompt detection, resolution, escalation, and reporting of service impacting events and incidents.

Responsibilities

• Incident Management : Ensure the Network Operations personnel are implementing effective Incident Management processes to avoid service outages or limit their impact by proactive detection, isolation, and resolution as necessary.
• Problem Management : Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.
• Personnel Management : Career Development and Performance Management of the Network Operations staff. This includes mentoring, coaching, and identifying training programs based on individual skill sets for the staff.
• Operational Readiness for New Services : Work closely with internal teams (Product Development, Business, Project Management, Network Engineering, etc) to ensure operational readiness of new infrastructure. This includes assessment and validation by Network Operations for all related new network infrastructure components, completion of pro-active routines to ensure optimal network health, understanding and documentation of all services and dependencies, and the ability to perform recovery procedures as necessary.
• Change Management Planning and Configuration Implementation : Quarterly change quality reviews with Engineering. Utilize reporting and metrics to assign and schedule Network Operations staff accordingly.
• Service Requests, Network Maintenance, and Operational Support : Representing Network Operations' strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management. Coordination and support for pro-active maintenance activities required to keep the infrastructure in good health. Utilize metrics and trend analysis to track and report service incidents.
• Process Improvement : Analyzing Network Operations functions, recommending operational improvements and needs. Driving and supporting continual service improvement.

Knowledge And Experience

Skills Required

Network Engineering, Network Operations