Senior Manager, Global Network Operations Center

Career Level - M3

Roles and Responsibilities:

The Senior Network Operations Center Manager will help expand and lead our network operations center in India. The role will lead a team of network engineers to support 24x7 network operations of Oracle's Cloud Infrastructure as part of the Global Network Operations Center organization.

• Develop a team of highly skilled network operations engineers
• Ensure network infrastructure operational health and high service availability to meet business needs and customer satisfaction
• Ensure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.
• Develop, implement, and continually refine and improve network operations, NOC procedures, standards, and policies to conform to best practices and SLAs
• Develop, implement, and continually refine and improve incident and problem management procedures and documentation to align network operations with best practices and address triage/analysis, response, resolution, escalation, and communication.
• Develop, implement, and continually refine processes to control and coordinate all changes to a production environment into a Change Control/Management Procedure.
• Coordinate with other engineering areas and business stakeholders on technology deployments, system upgrades, and maintenance outages.
• Develop and implement a NOC performance measurement framework to facilitate feedback and scoring of team members on issues such as communication and technical skills.
• Identify, measure, benchmark, analyze and perform regular reviews of capacity reports and performance metrics, e.g., service availability, ticket volume, resolution rate, time to respond, time to resolution, change volume, and customer survey results.
• Analyze results for trends, process improvement opportunities, and staff training needs and take appropriate action to improve results.
• Encourage communication of new ideas, solutions, suggestions, and problems.
• Review for appropriate action or implementation. Participate in continuous learning and professional development.

Mandatory qualifications:

• 10+ years of experience delivering and operating large-scale, highly available production network environments (large cloud, ISP, or service provider)
• 5-10 years of experience in an engineering and operations management role
• Experience in a technical leadership and management role.
• Experience driving hiring, onboarding new engineers, and ongoing performance management.
• Excellent organizational, verbal, and written communication skills.
• Experience working with large data sets and making data-driven analytical decisions.
• Excellent judgment in influencing product roadmap direction, features, and priorities.
• Experience planning, tracking, and executing projects using appropriate tools (Detailed Project Plans, Action/Risk tracking, etc.).
• Bachelor's degree in Network Engineering, Computer Science, Electrical/Hardware Engineering, or a related field.

PreferredQualifications:

Prior experience with large-scale cloud network infrastructure and data center operations

Career Level - M3