Senior Manager Network Operations

JOB DESCRIPTION

Job Title : Senior Manager – Enterprise Network Operations

Department : Engineering and Operations

Location : Mumbai

Reporting : Director Network Operations

Job Type : Full Time

Shift : Rotational Shift

• PRE-REQUISITES
• Extensive hands-on experience in troubleshooting and managing Large Scale Enterprise LAN environments.
• Strong people management skills
• Possess customer centric approach with empathy
• Managed Network “24x7” support experience on global large-scale networks
• Strong communication, presentation and customer handling skills
• Ability to offer technical and experience-based advice to executives, colleagues and subordinates
• Proven ability on Network automations
• Subject matter technical expertise in multi-vendor environment
• Switching – Aruba, HP, Cisco, Juniper, Meraki, Arista
• Wireless – Aruba, HP, Cisco, Juniper Mist, Meraki
• IPAM / DDI – Infoblox
• Routing – BGP, OSPF, EIGRP
• RESPONSIBILITIES
• Lead a high-performing technical team supporting global large enterprise customers, ensuring exceptional customer service and operational excellence.
• Oversee 24x7 remote monitoring and management of distributed LAN / Wireless / IPAM / WAN networks for large global clients.
• Manage ticket queue, participate in Severity 1 and Severity 2 tickets.
• Drive resolution of network / security incidents and escalations; ensure timely and effective ticket management.
• Lead the customer calls and technical meetings; act as a key interface for client engagement.
• Build and Present weekly / monthly / quarterly performance reports and measurement metrics to clients and internal stakeholders.
• Develop and maintain Standard Operating Procedures (SOPs) and ensure adherence across teams.
• Plan and execute Change Management processes in coordination with customers and internal teams.
• Optimize network performance and lead Service Improvement Plans (SIPs).
• Lead Patch Management process on all managed network devices.
• Lead initiatives focused on network automation to improve operational efficiency and reduce manual intervention.
• Drive adoption of AI-powered monitoring and analytics tools to proactively identify and resolve network issues.
• Evaluate and integrate automation platforms and AI technologies into existing network infrastructure.
• Liaise with hardware / software vendors for issue resolution and product support.
• Mentor and train junior engineers; foster a culture of continuous learning and technical excellence.
• Lead and contribute to Root Cause Analysis (RCA) documentation and post-incident reviews.
• Provide technical insights for weekly / monthly service review reports with customers.
• Create and present annual evaluations, performance development plans and KRAs.
• Foster teamwork and show commitment to team objectives; promote collaboration and remove obstacles.
• TRAINING AND CERTIFICATION
• Aruba – ACMA (Wireless), ACMP(Wireless), ACSA(Switching), ACSP (Switching)
• Cisco – CCNA, CCNP
• DDI – INA (Infoblox)
• EXPERIENCE
• Minimum 12 years of progressive experience in enterprise networking, with a proven track record in managing complex, large-scale environments.
• EDUCATION
• Bachelor of Engineering - Computers / Electronics / Communication or related field
• Graduate / Post-Graduate in Science / Maths / IT or related streams with relevant technology experience
• OTHER SKILLS
• Excellent verbal and written communication skills.
• Strong passion for working on core network technologies.
• Awareness and practical understanding of ITIL processes.