Overview
- Overall regional network operations performance, deliverables, and stakeholder management.
- Act as Network Operations SPOC for the Region by facilitating engagement between global network services (GNS) and Market / Regional IT teams.
All issues and escalations should be clearly captured, tracked, and managed into the respective Global / Local organizations, with clear communication across all parties as to ownership and required actions.
Accountable for Regional Network Incident SLA adherence, ensuring the team responds to, and restores service for all Incidents in a timely matter and in accordance with SLA’s.
Ensuring the Regional SLA metrics exceed the stated Global Network Operations SLA Objectives.
Network Operations Regional Change diligence and Service Transition, representing Regional GNS changes into the relevant CABs and ensuring Zero incidents from Change through diligent review and challenge of ALL network changes in the Region (including Delivery and Global).
Regional outage windows are coordinated with business / local teams and are clearly defined.
- Network Asset Management Together with Asset Management Team, ensures the accuracy of CMDB Network CIs for the Region
- AOP Support - Provides budget forecast for quarterly / annual planning and AOP inputs to ensure appropriate funding for following year Operations, whilst also identifying productivity opportunities through strong commercial and fiscal acumen.
Contributing to Market and Global productivity targets.
Vendor Management - Responsible for management and service delivery of all Regional Network vendors ensuring the Business receives value services and all Vendor commercial deliverables are supplied.
Responsibilities
Years of experience :
3+ years of experience in vendor management with global exposure.
Qualifications
Technical skills :
- Cisco CCNP certification or equivalent knowledge
- ITIL experience in incident management, change management, problem management, asset management, and SLA.
- Service Now hands on experience
- Excellent troubleshooting and problem management skill
Non-technical skills :
- Strong stakeholder management skills with ability to effectively communicate with and support the local CIOs.
- Fiscal management, with a sound understanding of budget control and the annual forecast / budget / actual cyclical process.
- Experience in managing vendors and ensuring delivery against their accountabilities.
- Excellent problem solving and troubleshooting skills.
- Management skills requiring mature leadership engagement of more highly skilled individuals.
- Excellent communication skills in English language (spoken and written).
- Cross functional interaction across business units to develop understanding of business needs and translate into technical action.
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