WE'RE HIRING AS A GLOBAL DIGITAL NETWORK OPERATIONS LEAD AT INDIA!
Excis is a global IT support leader globally, driven by innovation and collaboration.We're looking for a Global Digital Network Operations Lead to head our 247 worldwide network operations - ensuring availability, performance, security and continuous improvement across enterprise and customer networks.
Key Outcomes (what great Looks Like)
- Availability & Resilience: Meet or exceed regional/global availability targets; reduce P1 MTTR and variance through proactive operations, problem management, and automation.
- Service Restoration: Consistent, well?run Major Incident bridges with timely comms, crisp ownership, and post?incident RCA within agreed timelines.
- Operational Excellence: ITIL?aligned processes (Incident/Change/Problem/Req) executed with discipline; audit?ready records in ServiceNow.
- Automation & NetDevOps: Measurable growth in runbook automation and config?as?code; quarterly feature/automation increments delivered with the network engineering team.
- Follow?the?Sun: Seamless handoffs and consistent quality across GIDC/NOC locations, with shared playbooks and common tooling.
Requirements
- Run & Restore
- Lead the global NOC/NON?STOP operations (L1.5/L2/L3) and serve as escalation owner for critical events, ensuring rapid triage, stakeholder comms, and service restoration.
- Drive structured Major Incident Management and post?incident reviews; ensure timely RCAs and permanent fixes in collaboration with domain SMEs.
- Govern change, release, and maintenance windows to maximize change success rate and reduce risk.
- Observe & Improve
- Own observability for networks: telemetry/NetFlow, logs, topology, and experience dashboards; integrate events to ITSM for correlation and auto?ticketing.
- Establish runbook automation (auto?diagnose/auto?resolve) and track toil reduction KPIs; champion DNAC/ISE insights where applicable.
- Lead Problem Management and trend reviews; publish improvements that reduce repeat incidents.
- Engineer for Reliability
- Partner with Network Engineering on NetDevOps (IaC, pipelines) and reliability patterns (standard configs, golden images, pre?checks, auto?rollback).
- Co?own the SD?LAN/SD?WAN/SASE runbook maturity and lifecycle (patching, certs, EOX/EOL) with product/engineering leads.
- Governance, Service Levels & Vendors
- Define and report SLAs (response, resolution, availability, RCA timeliness), with monthly service reviews and continuous improvement backlog.
- Manage carriers, OEMs, and MSPs (e.g., Cisco, F5, firewall/SSE partners) for escalations, RMAs, upgrades, and roadmaps; ensure contract and support alignment.
- People & Ways of Working
- Build and lead a follow?the?sun team cultureshift rosters, on?call, skills matrix, playbooks, and readiness drills; mentor leads across regions.
- Align to our internal Job Architecture and career paths; drive certification plans and capability audits.
Required Qualifications
- Experience: 1215+ years in enterprise/managed network operations with 5+ years leading global 247 teams (NOC/operations leadership).
- Operations Mastery: Proven command of ITIL Incident/Change/Problem, Major Incident leadership, RCA writing, and service reviews in ServiceNow.
- Tech Breadth: Hands?on familiarity with campus/LAN (SD?LAN/DNAC/ISE), WAN/SD?WAN, load balancing, firewalls, DNS/DHCP/IPAM, Wi?Fi, and observability stacks (e.g., SolarWinds/NPM/NCM, event correlation).
- Automation Mindset: Evidence of introducing runbook automation, config?as?code, or CI/CD for network operations.
- Stakeholder & Vendor Mgmt: Executive communication and supplier governance across OEMs/ISPs; measurable outcomes on MTTR and CSAT.
Preferred Qualifications
- Certifications such as CCNP/CCIE, JNCIP, NSE/PCNSE, F5, Zscaler/Palo Alto SSE, or cloud networking (AWS/Azure) are plus points.
- Experience with experience analytics, and proactive operations (predictive incidenting).
KPIs & MeasuresMTTR/MTTD by severity; % P1 handled within SLA; Change Success Rate; Availability by tier; RCA timeliness (first draft/final); % alerts auto?remediated; ticket deflection via automation.Tools & Platforms (indicative)ITSM/ITOM: ServiceNow; Event correlation/AIOps and NPM/NCM stacks as deployed; DNAC/ISE where applicable; CMDB alignment.
Benefits
Why Join Us:At Excis, your work matters. You'll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.Ready to make a difference and grow your career Apply now to join Excis in India and be at the forefront of IT support excellence!
