Network Operations Manager Ii
• Provided strategic, operational direction, and overall 24X7 support of global wired and wireless networks, telecommunications, and data center infrastructure, including local and disaster recovery data centers, with a staff of 20 IT professionals.• Managed a team of U.S. and India-based network operations and network customer integration engineers, supporting users and customers worldwide, as well as supporting data centers in the U.S., India, Canada, and U.K.• Ensured all trouble tickets were managed in accordance with internal KPIs, corporate policies, and customer SLAs.• Network representative for weekly Technical Change Advisory Board and Executive Change Advisory Board meetings, as well Major Incident and Problem Management meetings.• Oversaw network devices’ IOS upgrade cycle, based on vendor recommendations and network device vulnerability tracking and remediation.• Presided over network inventory management via Cisco Collector and Remedy CMDB.• Supervised staffing levels, training, and competency management to ensure the team’s ability to support multiple technologies, processes, and services.• Provided clear direction and strategic goals to team members to ensure everyone was aligned and understood vision, reasoning, and returns behind them.• Promoted a proactive rather than a reactive culture within the team and organization through improved analysis and metrics, with a focus on developing a team that could provide analysis and troubleshooting autonomously.• Drove and promoted accountability within the team, using a fact-based approach to measure successes and failures, with an ability to accept accountability and learn from mistakes to drive change.• Implemented career road maps to develop measurable talent in support of business objectives and employee goals.• Guaranteed the team maintained and updated its knowledge base related to supported services and technologies.
