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Head- Network Operations

  • Required Educational Qualification :
    BE/Btech/ME/Mtech - IT & Computers, Any Graduate
  • Certifications :
    Certifications in Networking domain (CCNA/CCNE at minimum) , Other relevant certifications are a plus
  • Work Type :
  • Work Experience (in Years):
    10+ years
  • Job Location :
    Nashik, Navi Mumbai (Mahape)
Job Description:
  • Lead and manage Network Operations Center to maintain required system uptime(daily operations)
  • Participate in on-call rotations, driving restoration and repair of service-impacting issues
  • Responsible for creation, maintenance and distribution of standard operating procedure documentation.
  • Responsible for creation, maintenance and distribution of training documentation and training sessions within the NOC
  • Manage release, hot fix, other production deployments including critical script run and ensure NOC team adhere to Release deployment MOPs
  • Responsible for providing key reports for Management/Clients including but not limited to: system availability, service level agreements, ticket resolution and production incidents and root cause analysis
  • Review, Refine and further develop support documentations, processes, procedures and system requirements within the NOC
  • Ensure compliance to SLA, process adherence and process improvisation to achieve operational objectives
  • Manage the Ops program cycle from initiation through delivery, interfacing with external customers and Vendors as needed
  • Responsible for team & vendor management, overall use of resources and initiation of corrective action where required for Network Operations Center
  • Management, administration & maintenance of network devices
  • Managing break-fix activities during incidents to provide any workaround solution incident resolution
  • Responsible for the quality and integrity of the Incident Management process and End to end Management of the lifecycle of Major incidents, identify and capture impact and urgency
  • Act as a senior network expert to mentor the team on subject matter as well as professional growth
  • Leading technical bridges and coordinating service restoration efforts with various stakeholders including SRE, Customer Support, Engineering, Vendors and Third-party service providers to assure continued QOS and stable operations
  • Participate in the creation, maintenance and distribution of standard operating procedure documentation.
Desired Skills & Experience:
  • Experience in managing/leading customer and support escalations directly
  • Demonstrable IT Service Management leadership experience and results: Trend Analysis, Problem Management, RCA, Continuous Service Improvement, Management Information Reporting, Change Management etc
  • Must be able to create/nurture/lead a highly technical team delivering high availability services on a 24/7 basis
  • Experienced in supervising a 24x7 Tier3 Network Operation Centers (NOC) shift operations and personnel
  • Knowledge of various operating system flavors including but not limited to Windows, Linux, Unix
  • Experience with monitoring solutions such as Zabbix, Nagios, Cacti, Solarwinds etc
  • Experience/Knowledge of SDN and next generation networking devices
  • Must be able to communicate professionally on calls with clients and in written responses to emails, service request and trouble reports
  • Solid networking fundamentals and experience required. Deep understanding of VLANs, Cisco/Juniper devices, DNS, SDN etc
  • Excellent communication and leadership skills
  • Experience in performing vendor management
  • Ability to handle high pressure situations with key stakeholders
  • Good Analytical skills, Problem solving and Interpersonal skills
  • Experience with elastically scalable, fault tolerance and other cloud architecture patterns