The Senior Network Operation Manager is responsible for keeping track of the day-to-day operation of all active network-related systems, equipment, projects, issues, and incidents, ensuring they are healthy and running efficiently. This position covers network performance, availability, ensuring compliance with SLAs, customer satisfaction, high-level network support, and fault and incident management.
Required Qualification, Skills, and Experience
Minimum Qualification: BTech/Bachelors degree in IT, Electronics, or related network engineering qualifications.
Experience: 4-5 years of experience in network and telecommunications industry operations in a carrier/mobile/enterprise environment.
Must be able to communicate and collaborate across functions and develop strong relationships with internal and external customer
Responsibilities
Managing day-to-day system health-checks, engaging with relevant network team managers to collect and organize network health status.
Providing proper network performance and health reporting on systems, equipment, and active networks including IP, DWDM, and other related networks.
Providing high-level support on active network-related issues and complaints; acting as a point of contact between network teams and other departments (CX, NOC, regional teams, and ISPs).
Monitoring and managing network performance, reliability, and availability while ensuring compliance with SLAs.
Engaging with NOC management to understand and resolve network operational issues and challenges.
Managing fault and incident resolution for all network-related issues, including providing incident report documentation.
Providing guidance and support to resolve problems quickly and efficiently.
Network capacity management and reporting.
Overseeing all network changes executed.
Regular check-ins with the NOC regarding resolved and ongoing incidents.
Engaging with NOC on issues discovered by network operations, managing resolution efforts in collaboration with NOC and network teams.
Acting as the first point of contact for incidents requiring network operations attention.
Ensuring quality acceptance of projects.
Managing vendor performance based on contractual obligations.
Escalating operational issues with vendors and tracking tickets.
Managing vendor fault escalations and updating all stakeholders.
Providing onsite, remote support, and troubleshooting nationally.
Managing fault escalations regionally and nationally.
Developing and enforcing network policies and standards.
Managing automations to improve network performance and system health checks.
Creating and sharing Standard Operating Procedures (SOPs) to resolve network problems with other departments.
Adhere to national network KPIs to meet internal and external requirements.
Document learning experiences to update procedures and practices.
Uphold operational excellence through process improvements.
Ensure continuous process improvement for operational effectiveness.
Track contractual agreements and deliverables.
Comply with Health and Safety requirements.
Education, Skills & Experience
Good knowledge of network domains including IP, DWDM, and ISP.
Good understanding of regulatory procedures.
Strong understanding of network operations, high-level support, incident, and fault management.
Proficiency in people management.
