Sr Manager - Network Operations & Support (Network Operations & Support) - B4101_1

Broad outline of the Role

This is a core technical position that acts as a Team Lead for Manage IPNOC.

Major Activities

• Handle escalated cases from Level2 of IPNOC support team.
• Performance Management of IP/MPLS Network / Customer SLAs (As per Agreed SLA & KPIs)
• Vendor Governance - Define & monitor Vendor SOW - periodic reviews.
• Managing and Driving major N/W improvement Projects. (Platform Upgrades / Routing Changes / Topology changes)
• Work with SQM ( Service Quality Management ) and Field Teams to drive IP/MPLS  Network improvement Plans
• Work with field and infra provider to manage infra health for IP/MPLS POPs
• Owning the interlock between Field & NOC teams / Engg Teams for New network projects/Augmentations.
• Define & tracking of N/W Handover processes / Spare & O&M Policies

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 7-12 years of relevant experience

Other knowledge/skills

• Extensive experience in operations and project implementation of network technology
• Customer experience management
• Understanding of domain and related technologies

Key Responsibilities

• Lead domain specific operations team to meet the uptime targets.
• Manage network operations and maintenance, this may include marine cables, network equipments, facility, security operations for all sites and network.
• Ensure timely identification and fixing of network failures, review repeat issues to ensure permanent remedial actions are taken.
• Lead and drive operational review meetings with vendors.
• Develop tactics for improving operation efficiencies while improving service levels, employee retention and operational costs.
• Provide direction and escalation support to 24/7 NOC team.
• Manage difficult customer situations; respond promptly to customer needs; respond to requests for service and assistance.
• The role will lead a large team.

Technical Competencies

Knowledge / Skills