Network Operations Manager

About the job Network Operations Manager

Network Operations Manager

Manages network operations 24/7/365, coordinates shift workers, including site monitoring, corrective intervention tickets, and Tier 2 network operations support requirements, including escalation management.

Accountabilities:

• Take accountability for 24/7 monitoring of the network infrastructure to identify and address potential issues promptly.
• Manage and coordinate shift workers effectively to ensure continuous coverage.
• Accountable for scheduling and optimizing resources during various shifts.
• Responsible for handling corrective intervention tickets, diagnosing network problems, and implementing solutions to minimize downtime.
• Take accountability for providing Tier 2 network operations support, resolving complex technical issues within the defined service level agreements.
• Manage escalations efficiently, ensuring proper documentation and communication with relevant stakeholders.
• Accountable for coordinating with higher-tier support and external vendors when necessary.

Core competencies, knowledge, and experience:

• Ability to effectively coordinate shift workers, ensuring seamless transition and coverage.
• Familiarity with scheduling and managing resources for round-the-clock network monitoring.
• Expertise in site monitoring, understanding the key performance indicators, and responding to potential issues proactively.
• Knowledge and skills in handling corrective intervention tickets promptly to address network disruptions.
• Ability to troubleshoot and resolve network issues efficiently.
• Proficiency in providing Tier 2 network operations support, including resolving complex technical issues.
• Understanding of network protocols, technologies, and configurations.
• Competence in managing escalations, ensuring timely communication and resolution of critical network incidents.
• Ability to collaborate with higher-tier support teams and external vendors.
• Strong communication skills to convey technical information clearly to both technical and non-technical stakeholders.
• Provide regular performance reports on network operations, highlighting key metrics, incidents, and resolutions.
• Accountable for maintaining accurate and up-to-date records of network activities.

Must have technical / professional qualifications:

• Background in overseeing network infrastructure.
• 3-5 years experience in coordinating shifts, managing resources effectively, and optimizing workforce schedules.
• Substantial technical expertise in network operations, including hands-on experience with network monitoring tools and technologies.

Key performance indicators:

• Vendor daily performance and deliverables.