Responsibilities

  • Manage the performance of services and ensure that Service Levels are achieved
  • Engaging the customer and/or vendors to ensure the smooth delivery of services
  • Communicate effectively on technical and business issues to both internal team members and customer, must be able to explain complex technical issues in a way that non-technical personnel may understand
  • Provide Service Performance Reports at agreed schedule
  • Oversee and control the efficiency of the Network/Security Operations
  • Planning and execution of operations and new projects (e.g. Firewall upgrades or migration)
  • Leading/Mentoring a team of engineers in the operations and support of the network (e.g. managing task assignments, ensuring quality of work) and ensuring that all processes and procedures are followed
  • Perform staff performance review and career development planning for subordinates
  • Ability to lead troubleshooting efforts for complex network environments to identify and eliminate network or system configuration issues.
  • Ability to lead the troubleshooting and performing of root causes failure analysis for software, hardware and network
  • Accountable and manage Change Management, Patch management and Configuration management for network operations
  • Handle and manage major incidents and ensure that incidents are closed within SLA
  • Provide Tier 2 & 3 technical support for customer and be on a 24x7 standby basis
  • Engage customer proactively and provide timely response or updates to customer where required
  • Able to work in a high stress face pace environment

Requirements

  • Degree holder or equivalent and min 10 years of IT experience in large networks
  • Good knowledge in LAN, WAN, Data Center network with CCNP certification or equivalent (Preferred)
  • Experience in the management of network operations and proven ability to direct operations in a complex and face paced environment
  • Good appreciation of non-network technologies (E.g. Virtualisation, Data Center Operations, Storage, System Operations, Security)
  • Innovative thinker with ability to think out of the box
  • Experience in leading a team of at least 5 members