Responsibilities
- Manages incidents, requests and change management processes including continuous gap analysis to determine the scope of services is effective and manage the required change initiative, then develops the relevant strategy to ensure optimization and long-term viability.
- Identifies and communicates operational trends hence drives new sources of continuous improvement strategies.
- Manage all change requests and projects related to network operations.
- Stakeholder management, ensuring effective teamwork and collaboration required to fulfill the committed SLAs/KPIs and deliverables to the end client.
- Good understanding of IP Networks, Routing, Switching, Wireless, Security, Load balancer, SDWAN, cloud, and next-generation technologies.
- Knowledge of Orion and Service-NOW usage. ITIL certified (Optional)
- Take responsibility for the day-to-day operation of the team, providing overall guidance and supervision.
- Act as an escalation, point for customer problems & contact for service issues.
Good-to-Have
Good communication skills
Expert level of network operations and technical troubleshooting.
In-depth knowledge of best practices, control, and monitoring of network infrastructure.
Analytical thinker and problem solver.
