Senior Manager, Network Architecture & Vendor Governance (Network & Telecom)

Job Title

Requisition

Location

Additional Locations

Job Description Summary

Job Description

• Collaborate with the Infrastructure Operations Leaders on strategic and tactical planning of telecommunications and network operations, enforcing security best practices design, implementation, and operational standards.

• Design call management, advanced call distribution, and call recording systems to ensure highly available and resilient call center services

• Provide governance for all telecommunications and network operational changes to minimize business impact.

• Collaborate with telecommunications and network architects and engineers, approving designs for implementation and ongoing operational support.

• Maintain operational stability and deployment of telecommunications and network solutions.

• Act as the Telecommunications and Network Operations Subject Matter Expert (SME) for issue resolution, performing escalation facilitation, customer engagement, and proactive problem avoidance.

• Own the design and creation of technology architectures and roadmaps through collaboration with key SMEs and stakeholders as needed.

• Oversee large-scale projects for expansions, upgrades, and new services, monitoring budget and resources.

• Ensure quality and adherence to network processes, procedures, and standards through best practices of quality assurance and control.

• Identify changes needed in the network configuration to achieve technology organization goals.

• Identify opportunities to save costs and manage assets more effectively, escalating opportunities to the Infrastructure Operations Manager.

• Work with the Knowledge Management team to ensure knowledge articles and Standard Operating Procedures (SOPs) are accurate and up to date.

• Perform governance responsibilities as outlined in defined processes; actively participate in MNK/MSP governance committee meetings (daily, weekly, monthly).

• Identify and support the timely resolution of issues and risks for the Infrastructure and Operations tower.

• Review and validate MSP performance (SLAs) reporting, volumetrics and invoice details.

• Support Problem Management's Root Cause Analysis process to ensure problems are being addressed and the appropriate CAPAs are identified and implemented.

• Participate in identifying innovative solutions to enhance service delivery.

• Responsible for activities outlined in the Governance Decision Rights Matrix; maintain an understanding of the agreement with MSP for Network and Telecom.

• Engage and manage additional partners to complement MSP as required.

Minimum Requirements:

• Bachelor's degree in Computer Science, Engineering or related field

• 15+ years experience in architecture and design of complex networks.

• Experience with Cisco ACI networks.

• Experience in working with a Managed Service Delivery Model.

• Process expert; subject matter expert for Telecom/Collaboration, Routing & Switching and Network Security.

• CCIE certifications in Enterprise Infrastructure, Collaboration, and Security or equivalent experience.

• Thorough knowledge and experience in maintaining and implementing technology operations for LAN, WAN, and telecom services.

• In-depth understanding of network routing protocols, switching technologies, WAN technologies, and Software Defined Networks.

• Wireless experience (Cloud based wireless as well as controller-based solutions)

• Multi-domain Network Architecture experience (Cloud integrated, traditional, manufacturing and SDN networks).

• VPN infrastructure preferably, Zscaler ZPA, Meraki SD-WAN and traditional VPN's.

• Knowledge of current protocols and standards, including ITIL.

• Strong analytical and critical thinking skills.

• Proven ability to work in collaboration with external suppliers, building and developing effective relationships.

• Ability to define metrics and make recommendations for improvements.

• Extensive hands-on customer service experience, with outstanding judgment and problem resolution skills.

• Outstanding verbal/written communication, collaboration, presentation, and negotiation skills to lead an environment driven by customer service and teamwork.

Preferred:

• ITIL certifications