Global Network Operations Lead

Job Description

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

1) Run & Restore

2) Observe & Improve

3) Engineer for Reliability

4) Governance, Service Levels & Vendors

5) People & Ways of Working

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!

Requirements

WE’RE HIRING AS A EXECUTIVE SUPPORT TECHNICIAN AT BOSTON, MASSACHUSETTS USA! Excis is a global IT support leader globally, driven by innovation and collaboration. We’re looking for a proactive Executive Support Technician L3 to perform Senior L3 IT Support, to enhance its Field Services Operations (FSO) and Executive Officer (EO) Support at Boston. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day. Client in 190+ countries 6000+ Engineers 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us! What You'll Do : Technical Operations & Management : Oversee daily technical operations including system monitoring, maintenance, troubleshooting, and management of advanced technology solutions such as mobile devices, AV / video conferencing, and collaboration tools. Serve as escalation point for complex issues, driving root-cause analysis and executing preventive maintenance to ensure service reliability aligned with executive needs. Strategic Planning, Service Development & Infrastructure Optimization : Develop and implement strategic plans for IT support services, collaboration, and conferencing equipment aligned with organizational goals. Collaborate with IT Infrastructure and Cyber Security teams to evaluate emerging technologies and ensure regulatory compliance. Oversee deployment, maintenance, and optimization of workstations, mobile devices, and conferencing systems while proactively monitoring system performance and user feedback for continuous improvement. Support, Vendor & Budget Management : Establish white glove support services including helpdesk, knowledge bases, and business continuity plans for critical events like board meetings. Manage vendor relationships and ensure SLAs are met to drive continuous improvement and value. Work closely with IT service owners to optimize budgets, allocate resources, prioritize projects, and report progress to senior leadership ensuring alignment with financial guidelines, ROI, and organizational priorities. What You Need : Over 10 years of progressive experience in IT leadership roles, including Digital Workplace Services, service delivery, white glove executive support, and infrastructure operations. Bachelor’s Degree in Computer Science, IT, or related field; Master’s degree or MBA preferred; professional certifications like ITIL Expert, PMP, CISSP, or CISA highly desirable. Demonstrated success in building and managing relationships with C-level executives, leading cross-functional teams, managing complex projects, financial budgets, and driving technology transformations in dynamic environments. Proficiency in IT service management frameworks such as ITIL, COBIT, and Agile with strong emphasis on process optimization, governance, and continuous improvement. Technical expertise in Digital Workplace Services technologies including AV systems, collaboration tools (MS Teams, Cisco Webex, Zoom), operating systems (Windows, Mac, Ubuntu), management tools (Intune, SCCM, Tanium), mobile devices, cybersecurity best practices, and strong communication and problem-solving skills. 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 Boston, Massachusetts and be at the forefront of IT support excellence!