Summary: 

Responsible for network infrastructure running reliably. Establishes practices for monitoring a network, along with performance metrics and service levels that meet the business's needs. This position is responsible for the overall effectiveness and efficiency of the day-to-day operation of the network operations organization to ensure customer satisfaction. Establishes and documents processes and procedures to troubleshoot routine technical service and equipment troubles by analyzing, identifying and diagnosing faults and systems. Ensures that staff is kept aware of changes and are properly trained, defines service levels, service agreements and manages the development of the network operations personnel. Provides guidance to the IT support staff, configures and maintains routers, switches, and hubs for the production network, and monitors network performance; ensures capacity planning is performed and is proactive in assessing and making recommendations for improvement. 

Duties and Responsibilities: 

• Manage staff in the implementation and maintenance of the network architecture. Scope of responsibility includes ensuring all processes and procedures are followed, all equipment is monitored and managed per standards, and Network Operations Center staff have knowledge and materials to complete assigned tasks  

• Assist in developing strategic plans, identifying key success factors, and setting priorities  

• Adhere to all developed/contracted Service Level Agreements.  

• Ensure the control, reliability, performance, and security of the network. Monitor system performance. Provide key metrics and trend analysis to management.  

• Identify requirements and tools necessary to further increase monitoring effectiveness.  

• Develop, document, implement and maintain processes and procedures for the day-to-day operations and the integration of new services.  

• Establishes and maintains standard network practices and procedures.  

• Research/assess available network technologies in relation to the enterprise’s current and future needs  

• Compare costs, recommend/select specific products, and negotiate lease or purchase agreements as necessary  

• Define, prioritize, schedule, and monitor multiple technical projects, developing and maintaining comprehensive project plans/schedules (and using same to provide senior management with accurate and complete status information)  

• Coordinate the resolution of elevated Tier 1 help desk issues.  Provide real-time 24/7 escalation, recovery, and restoration capabilities for any failure of service; notify the proper support teams; and coordinate recovery as needed.  

• Manage ticket queue to ensure timely completion of support incidents  

• Provide leadership, guidance and mentoring to technical support employees. Assess performance, maximize productivity and promote teamwork. Act as mentor to technical staff and experienced management   

• Performs personnel administrative duties including reviewing and signing time records, preparing and conducting performance reviews as designated, recommend training of designated personnel and ensuring adherence to personnel policies and procedures. 

Skills: 

• Proficient in leading a technical support center using modern performance metrics and methodologies to establish a model contact center following strict key performance indicators  

• Proficient in directing and challenging highly technical employees with deep technical skill sets.  

• Demonstrated competency implementing, monitoring, and maintaining production systems including Windows and Macintosh operating environments.  

• Ability to solve network server problems or network infrastructure issues and to manage the performance and capacity of a WLAN/LAN/MAN/WAN environment  

• Demonstrated experience in effectively managing small to large projects in a cross-functional environment  

• Strong project management skills and experience managing remote locations  

• Strong technical and non-technical communication skills  

• Ability to establish and maintain a high level of user trust and confidence in the group’s knowledge of and concern for users’ business needs  

• Ability to effectively adapt to and apply rapidly changing technology to business needs  

• A proven track record of managing diverse technical staff and resources in multiple projects through all life-cycle phases in accordance with established direction and standards  

• Ability to assess internal and external communication practices, anticipate future network requirements, and research and analyze emerging technologies 

Education & Experience Requirements:  

Experience:  

• 8 year’s experience in networking, telecommunications, and security design, operations, implementation and troubleshooting. Proven experience in managing operations and maintenance of WLAN/LAN/MAN/WAN transmission technologies, IP and telephony protocols, and network management systems.  

• 5 years or more of related experience managing technical teams responsible for the operation of mission-critical environments.  

• 2+ years project management/supervisory experience required.  

• 2+ years of experience in storage area networking preferred  

• Excellent technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), network file servers, applicable software, and troubleshooting techniques.   

• Experience with the following software languages:  Cisco CCNA or higher level of certification from other network manufacturers. Some programming experience to automate tools as needed. Solarwinds Orion, Zenoss, Splunk, Cisco real time monitoring tool, Cisco Prime Infrastructure. 

Certifications:  

• ITIL Foundations  

• CCNA 

Preferred Experience Requirements: 

Education:  

• Bachelor’s Degree