Network Operations Manager Role purpose: Manages network operations 24/7/365, coordinate shift workers, including site monitoring, corrective intervention tickets and Tier 2 network operations support requirements, including escalation management.
Accountabilities: Take accountability for 24/7 monitoring of the network infrastructure to identify and address potential issues promptly.
Manage and coordinate shift workers effectively to ensure continuous coverage.
Accountable for scheduling and optimizing resources during various shifts.
Responsible for handling corrective intervention tickets, diagnosing network problems, and implementing solutions to minimize downtime.
Take accountability for providing Tier 2 network operations support, resolving complex technical issues within the defined service level agreements.
Manage escalations efficiently, ensuring proper documentation and communication with relevant stakeholders.
Accountable for coordinating with higher-tier support and external vendors when necessary Core competencies, knowledge, and experience: Ability to effectively coordinate shift workers, ensuring seamless transition and coverage.
Familiarity with scheduling and managing resources for round-the-clock network monitoring.
Expertise in site monitoring, understanding the key performance indicators, and responding to potential issues proactively.
Knowledge and skills in handling corrective intervention tickets promptly to address network disruptions.
Ability to troubleshoot and resolve network issues efficiently.
Proficiency in providing Tier 2 network operations support, including resolving complex technical issues.
Understanding of network protocols, technologies, and configurations.
Competence in managing escalations, ensuring timely communication and resolution of critical network incidents.
Ability to collaborate with higher-tier support teams and external vendors.
Strong communication skills to convey technical information clearly to both technical and non- technical stakeholders.
Provide regular performance reports on network operations, highlighting key metrics, incidents, and resolutions.
Accountable for maintaining accurate and up- to-date records of network activities.
Must have technical / professional qualifications: Background in overseeing network infrastructure.
3-5 years experience in coordinating shifts, managing resources effectively, and optimizing workforce schedules.
Substantial technical expertise in network operations, including hands-on experience with network monitoring tools and technologies.
Key performance indicators : Vendor daily performance and deliverables Power availability SLA management Alarm visibility MTTR.MTTD, TTR management NOC systems uptime
