Virtela Technology - Director/Associate Director - Enterprise Network Operations

Pre-requisite :

- Work experience in managing 24 - 7 Network Operations

- Remote Monitoring and Management (or Infrastructure Management Services) experience at Global level - Network, Security and Unified Communication

- Global experience of managing large LAN networks and Data Centers

- Global customer interaction and account engagement experience (managing high CSAT)

- Ability to work with culturally diverse Global teams

- 24 - 7 availability to manage customer escalations

- Technical understanding of LAN and WAN domain (Switching and Routing)

- Strong interpersonal and problem solving skills

Responsibilities :

- Manage the 24x7 India GOC supporting enterprise customer networks (LAN,WAN ; may include Security and Unified Communications)

- Direct and build (staff, train, and maintain employee skill levels) the India GOC group that troubleshoots, repairs and monitors customer's network, security and Unified Communication services

- Closely work with team to perform Incident Management, Change Management and Problem Management

- Manage execution of simple and complex changes and projects

- Create, maintain, and enforce all processes and procedures for the GOC group

- Proactively identify and execute service improvement initiatives

- Continual focus on process and tools automation

- Communicates and coordinates network/security maintenance and project schedules

- Coordinates installation of hardware and software by others including outside vendors

- Provide leadership to the team while focusing on their efforts on the corporate objectives

- Foster teamwork across the global teams

- Lead Customer Service Reviews as part of account management activities

- Work with Accounts team to win new customer accounts, assist in preparing RFP response to support new services

- Manage internal audit process to ensure compliance with all GOC processes

- Provide detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff

Training And Certification Required For Job :

- CCNA, CCNP, JCNIA, JNCIS, CCIE, JNCIP, JNCIE is desirable.