Network Operations Center Manager

Job Title: Network Hands & Feet (HnF) and Logistics Operations Manager

Location: India

Department: Network Operations / Service Delivery

Reporting To: Global Delivery / Program Manager

Role Overview

The HnF and Logistics Operations Manager oversees end-to-end hands & feet support operations, spare device management, warehouse handling, and logistics coordination under the global Digital Backbone Transformation project. This position ensures operational excellence, resource readiness, SLA compliance, engineering support coordination, and stakeholder communication across the region for client environments

Key Responsibilities

1. Hands & Feet Operations Management

•Oversee execution of Smart Hands & Feet tasks including installation, replacement, and maintenance of network devices (Switches, Firewalls, WLAN Access Points, Gateway Controllers).

•Manage remote coordination with Client SMEs for device onboarding, cabling, patching, tagging, validation, and documentation.

•Ensure all HnF tasks comply with client safety, process, and change-management protocols.

•Review engineer activity reports, pre/post-installation documentation, and rack layout submissions.

•Coordinate Day 1 Cutover HnF standby support for transition events, ensuring site readiness and engineering coverage.

2. Spare Devices and Warehouse Management

• Lead the India HnF spare warehouse operations including inventory control, spare dispatch, and RMA coordination.

• Establish and manage Hub & Spoke spare allocation models; ensure 4-hour Same Business Day (SBD) SLA for site support.

• Maintain accurate gate pass logs, asset records, and in/out reconciliation reports for all spares.

• Implement spare storage policies (locking, labeling, compliance, insurance, and tracking).

• Monitor spare replenishment based on usage reports and predictive demand planning.

3. Logistics and Dispatch Control

Manage site logistics, transportation coordination, and dispatch activities across regional hubs.

• Coordinate shipment tracking, delivery timelines, and escalation handling with OEM partners and logistics vendors.

• Guarantee adherence to packaging, device verification, and transit documentation standards in alignment with clients guidelines.

• Oversee RFQ evaluation and rate optimization for courier and warehouse vendors.

4. Resource and Performance Management

• Lead, train, and schedule the India-based engineering team performing onsite network support at designated sites.

• Ensure timely deployment of qualified engineers with required certifications, safety clearance, and tools.

• Coordinate replacements promptly in the event of engineer absence, delay, or site non-compliance.

• Ensure compliance with skill, safety, and tool readiness (console kits, label printers, PPE kits, etc.).

• Align with Infosys’ KPI-driven performance model:

• First Time Fix > 90%

• SLA compliance ≥ 95%

• Zero device loss or delay in dispatch

• CSAT > 4.2

5. Reporting, Governance, and Audit

• Prepare and publish weekly & monthly dashboards covering activities, incidents, spare usage, and SLA adherence.

• Manage KPI tracking for first-time fix rate, response times, CSAT, and preventive maintenance completion.

• Submit quarterly operational and audit reports for quality assurance and contract compliance.

• Support PMO during review meetings, governance sessions, and compliance checks.

Required Skills and Experience

• Bachelor’s degree in IT/Networking/Electronics or related discipline.

• 8+ years of experience in network operations or infrastructure projects, including 3+ years in a management or coordination capacity.

• Demonstrated experience handling Smart Hands & Feet, network device logistics, or RMA/warehouse management for large-scale global clients.

• Working knowledge of LAN/WAN, SD-WAN, WiFi, Firewalls, and NAC systems.

• Strong vendor and stakeholder management with proven ability to meet SLA-driven performance metrics.

• Excellent communication and reporting skills for client-facing interactions.

• Certifications: CCNA, CompTIA Network+, or PMP/ITIL preferred.

• Familiar with tools like Putty, TFTP/FTP client, Teams, Webex, Ekahau (optional).

Behavioral Competencies

• Strong leadership and situational decision-making under tight deadlines.

• Structured problem-solving and multi-project prioritization.

• Precision in documentation, process adherence, and audit readiness.

• Ability to bridge communication across technical teams, warehouse partners, and client stakeholders.

Performance KPIs

• 4-hour SBD SLA compliance for spares and engineers.

• >90% First Time Fix Rate for onsite tickets.

• ≤5% device return issues (RMA failure / transit damage).

• 100% completion of reports and documentation uploads within defined timeframes.

• Monthly audit compliance – zero critical deviations.