Job Title                                           : Network Operation Manager 
Experience                                       : 10 - 15 Years
Location                                            : Bangalore

Description:

• 3+ years prior experience working as a Network OM at the enterprise level.
• 5+ years of overall experience in Operations with Data centers, Networking – Routing & Switching, WAN technologies.
• Experience working on Aruba SD-WAN and Aruba Cloud Central.
• Experience with Silver Peak or Cisco iWAN or Versa or Juniper Contrail or Velocloud desirable.
• Daily interlocking with SDM & team.
• Time Zone Management and own shift management which includes shift roster preparation.
•  Help in creating Daily, weekly and monthly operations, SLA and other governance reports
• Participating in all weekly, bi-weekly internal and external operations meetings.
• Proactively identify the Operational issues and risks and take necessary steps to mitigate them.
• Planning, scheduling and tracking Operational activities associated with Incident & Change.
• Ticket Queue management along with TLs (Team Leads) .
• Manage changes requests as per the change management process. 
• Adhere to client service operations process such as incident, change, problem and escalation.
• Shift Management. People management, escalation management and ensure minimum escalation to Onsite Tech Team
• Work on Service Improvement Plan with SDM
• Automation / Standardization of day to day work with TLs
• Conduct process adherence audit for incidents, requests, IMACS, changes & problem tickets (as applicable) on daily basis to identify the gaps in implementation
• Ensure delivery team conducts relevant training for all the resources on the relevant processes so that quality of delivery meets customer expectations
• Raise early warnings if there is a variation in the SLA trends, violation of Business Rules of process and if there is a possibility of SLA miss

Process Skills:

• Demonstrated strong personal mastery, including ethics, interpersonal skills, and engagement in continuous learning.
• Has ability to drive resolution of problems.
• Participating in the on-call support rotation, responding to support calls both during and after business hours/weekends/holidays/shutdowns.
• Able to communicate and present complex issues with assurance and confidence.
• During troubleshooting calls have good skills in questioning, listening, ideas development, permission and rapport, and influencing. 
• Ability to work with a team to provide written responses to technical proposals and /or reports/documentation for delivery.

Behavioral Skills:

• Participates as a team member and fosters teamwork by inter-group coordination within the modules of the project.
• Effectively collaborates and communicates with the stakeholders and ensure client satisfaction
• Train and coach members of project groups to ensure effective knowledge management activity.