Job Summary
Build and manage the offshore teams and direct all related People/ Process and Technology competencies. • Formalize internal process to ramp-up expertise of resources • Work with SDM on day-to-day operations. • Manage client relationship at multiple levels of customer organization • Manage service levels and go beyond contracted SLA and deliver value add • Vendor management, People Management, and engagement (Attrition control) • Collaborate with Account management teams to qualify Business expansion opportunities. • Handling client escalations and responsible for handling Risk, Incident, problem, change management, SIP, CIP etc. • Responsible for new process creation, implementation, and Technical oversight of Network operations. • Oversee Problem management and drive discussions around Network stability, performance, and architecture • Drive Service Improvements with special focus on Automation, Problem management and Tool adoption. • Collaborate with client on Network Technology roadmap. • Coach and Mentor L3 / L2 teams to enable them to upscale and adapt to the client’s critical business needs from a network operations perspective. • Bring in industry best practices to improve Network operations.
Key Responsibilities
Build and manage the offshore teams and direct all related People/ Process and Technology competencies. • Formalize internal process to ramp-up expertise of resources • Work with SDM on day-to-day operations. • Manage client relationship at multiple levels of customer organization • Manage service levels and go beyond contracted SLA and deliver value add • Vendor management, People Management, and engagement (Attrition control) • Collaborate with Account management teams to qualify Business expansion opportunities. • Handling client escalations and responsible for handling Risk, Incident, problem, change management, SIP, CIP etc. • Responsible for new process creation, implementation, and Technical oversight of Network operations. • Oversee Problem management and drive discussions around Network stability, performance, and architecture • Drive Service Improvements with special focus on Automation, Problem management and Tool adoption. • Collaborate with client on Network Technology roadmap. • Coach and Mentor L3 / L2 teams to enable them to upscale and adapt to the client’s critical business needs from a network operations perspective. • Bring in industry best practices to improve Network operations.
Skill Requirements
10+ years of Network experience with at least 5+ years hands on experience handling Network devices. • Experience in working as part of a global support (follow the sun) model • Cisco CCIE and other industry standard networking certifications • Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services. • Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN, GRE and Load balancing • Extensive hands-on experience with: o Cisco Firepower, ASA product families o Cisco ASR/ISR o Cisco ISE o VPN, GRE technologies and firewall policies o F5 Load balancers • Cisco SD-WAN • Excellent verbal and written communication skills (English) • Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties • Excellent customer handling skills • Ability to handle high pressure situations • Can drive HCL’s value and its methodology • ITIL 4 – I.T. Service Management • CCIE, CCNP, CCSP, CISM, Industry leading technology • OEM specific trainings and certifications