The Operations Manager (Network) holds a vital role in leading a team and managing Client's network. The Manager is responsible for managing the day-to-day operations of both onshore and offshore team. This position will support operations by assisting with technology, people, and driving resolutions, handling escalations, process improvements, change implementation, and training/mentoring of subordinates.Success in this role is highly reliant on the ability to proactively create tasks, effectively prioritize, and manage multiple tasks, lead, and develop team. This person will also expect to collaborate with internal partners, and effectively communicate activities and updates to external stakeholders. It is also imperative that individuals in this role have the ability to adapt to rapidly changing environments and networks, learn new technologies, process information quickly, and have the ability to work both independently and in a team environment.ResponsibilitiesPerform IT implementations, performance analysis and optimization, monitoring, problem resolution, upgrade planning and execution, and process creation and documentation.Manage and mentor a NOC support team in daily operations by effectively communicating expectations and goals and driving accountability, planning, monitoring, and appraising results.Create reports for Sephora management and customers. Create advisory process and technical tasks based on report findings.Managing capacity and schedulingPerform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.Develop policies and procedures to enhance workflow efficiencies and ensure SLA compliance.Measure and monitor the effectiveness of systems, processes, and policies to ensure consistent value delivery and recommend changes to improve network performance.Ensure a positive customer experience is at the forefront of all decisions and recognize ways to improve that experience.Generate and process trouble tickets for technical support and drive to resolution.Manage ticket escalations and coordinate support from different organizations.Identify alarms, perform diagnostics, troubleshooting, and dispatch, as required, to the appropriate Carriers or field service technician.Respond to internal and external customer escalations.Perform duties in a high pressure, face-paced environment.Host / attend internal and external meetings as requested.Scheduling of personnel to provide optimal coverageProvide leadership and direction with peers and subordinatesRequirements:Must have - 3 years management experience with proven leadership abilities.Must have - 3+ years experience as engineerMust have Experience working with Retail environment (Working FOR a retail company is not equivalent)Must have Great verbal and written communication skillsMust have - Five years of work experience with communications networks, such as working with ISPs.Must have - Experience leading outage triage is a mustNice to Have - Experience with Automation (Ansible/Python/Teraform)Experience with monitoring tools and SplunkNice to Have - Experience with AzureExperience with following technologies: Firewall (PAN/Fortinet), LB (F5/ALB/NLB).Bachelor's Degree in Telecommunications, Engineering, a related field or the equivalent in training and experience.Nice to have - Experience with Aruba wireless and Clearpass a big plusCustomer solutions oriented, with exceptional verbal and written skills.Operations focused with customer support background.Flexibility in work schedule as this position will require occasional escalation to the management team during after hours network events.Other Skills/AbilitiesAbility to be proactive, to suggest efforts on how we can improve network, rather than waiting for tasks to be assignedExcellent troubleshooting skills and methodologies.Experienced in analyzing issues, distilling and communicating their relevant aspects.Ability to identify risks/issues and develop recommendations for resolution.Communicate complex technical issues to multiple levels of non-technical personnelStrong technical background in Fiber Networks, Optical Networking, and Ethernet based solutions.Attention to detail with good organizational capabilities.Ability to prioritize with good time management skills.A few specific examples of on going efforts- Life cycle upgrades/replacement and yearly Renewals- Managing Capacity- Monitoring improvement- Bugs findings for each vendor- Monthly statistics/reporting- Regular reboots of network hardware
