Network Operations Manager
CurrentPeople - Developed a new outsourced team to drastically reduce business impacting outages by redefining processes, explaining methodology, and engaging staff. Designed and Implemented global solutions for the Network Operations department on troubleshooting internet, branch and trading issues. Developed and promote training for a well balanced technical staff. 80% have an advanced CISCO certification, 50% Checkpoint and 40% Juniper. Manage the Level 2 support team providing end to end infrastructure support in a 24/7/365 environment. Implement continual improvement process for the support team including monitoring, reporting and day to day activities.Stability - Identified trends in hardware failures and engaged manufactures to identify and remediate defects. Defined reporting and incident tracking for vendor management. Oversee the alert and ticket management tools. Ensure timely action on alerts and resolutions for incident tickets are maintained. Built the Knowledge Base for Network Operations to aid in troubleshooting and improve ticket information as delivered from the service desk. Lead for global network operations in the design of a new corporate ITIL management tool covering such disciplines as incident, problem, change, capacity, and life cycle management.Managerial - Maintain communications with functional managers and executive management through high severity incident lifecycle. Responsible for incident management, problem management and change management for the Regional Support Center activities. Provided detailed vendor and network information for the DB Crises Management team, worked with key vendors to maintain high vigilance during crises situations. Generate reports for management to display vendor performance, service availability, change management. Produced internal videos to present to department procedures to global organization.
