Global Network Manager

Global Network Manager

TELUS International Philippines Inc
Metro Manila / NCR
8 - 18 Years
Not Specified

Job Description

Position Summary:

  • As Global Network Operations Manager, yours is a multi-faceted role.
  • You’ll be responsible for installing and maintaining TELUS International networks across the globe, running with major projects and client deployments, and also leading and developing your staff to provide first rate technical support.
  • Ensures the continuous (i.e. 24x7) availability of TI local and global network.
  • Addresses all troubleshooting issues and customer concerns on the network so these are accurately, monitored, detected, and resolved immediately.
  • Responds to emergency situations in a timely manner to decrease downtime.
Leadership Management:

  • Provides leadership and coaching to global network team leaders and admins assigned to their team, these includes team engagement, career training and development, scheduled monthly one one ones, scheduling vacations, performance reviews and approvals.
  • Responsible for ad-hoc supervision of a team for specific projects, resource management, process documentation, and team mentoring.
  • Monitors and supervises the activities of Team Leaders and Network Administrators to ensure the continuous (i.24 x 7) availability of TI local network services.
  • Delegates specific jobs to be performed by each team members in compliance with internal and external customer requests or as required by circumstances.
  • Maintains and improves the delivery of efficient networking services to all users within and outside the office premises.
  • Develop and implement policies/procedures for daily operational management, including best practices for installing, configuring, maintaining, and troubleshooting network issues
  • It's accountable for weekly KPI’s review with Director and team members (Global weekly meetings)
  • provides support with internal IT Network Operations team for escalated SEV issues and in progress projects.
  • Coordinates with the different accounts / functions within the Company and ensures that all network requirements are met.
  • Coordinates for special requests with regards to network access. Ensures that network is up and running to meet call center operations demands.
Vendor Management:

  • Coordinates with telecommunications service providers and / or vendors for acquisition and timely delivery of needed equipment and technical support. Communicates with service providers through different media (email, phone) and requests for on-site/remote support.
  • Maintains cordial working relations with vendors and / or service providers to expedite the processing, acquisition, and delivery of networking equipment.
  • Calibrates with vendors / service providers related to networking equipment to ensure smooth and trouble-free operation of Company-wide systems.
  • Client Support & Project Activities
  • Analyze customer requirements and coordinated with various departments to recommend effective solutions as per client expectations.
  • Perform other project related duties as requested by management.
  • Delegates specific jobs to be performed by each team member in compliance with internal and external customer requests or required

Reporting & Best Practices

  • Meets and coordinates in a regular manner for technical updates, issues and resolutions with IT Leadership, Special Projects Manager, general I.T. Management and client (internal / external).
  • Comply and Enforce Change Management Process, doing the technical peer review assigning tasks to Senior and Consultant teams.
  • Present feasibility reports (including expense list) to the Management team when considering large purchases.
  • Provides Support to Global Security Audits, SOWs, Client opportunities, etc.
  • Participate in all meetings associated with business development.
  • Develop and implement policies/procedures for daily operational management, including best practices for installing, configuring, maintaining, and troubleshooting network issues.
  • Accountable for weekly KPI’s review with Director and team members (Global weekly meetings).
Technical Requirements for this post:

  • Cross Trained within IT Technologies: Network, Server, Voice, Cloud, able to understand IT Infrastructure interconnectivity
  • Experience with Financial budget management: Opex, Capex.
  • Proficient in using MS Office and Google Suite
  • Experienced with coaching, mentoring, developing global teams
  • Proficient in creating documentation such as policies, procedures, reports.
  • Advanced Knowledge in Network Monitoring Tools such as Solarwinds (NPM, NCM, Netflow), PRTG, Netbrain Map creation and real time captures of network status
  • Advanced in managing Data and Voice networking equipment, including installation, configuration and maintenance
  • Advanced in OSPF and BGP dynamic routing protocols and PBRs
  • Advanced knowledge in MPLS and VRF
  • Intermediate knowledge in QoS
  • Advanced knowledge in UTMs, NGFW, IDS/IPS, Firewall services including VPN
  • Intermediate knowledge in Troubleshooting VoIP H 323 and SIP
  • Intermediate knowledge in managing WIFI Infrastructure, ISE, Wireless LAN Controllers, and CPI.

Educational and Certification Background needed:

  • Bachelor's Degree in any Computer related course.
  • Network Certification: CCNP R&S or SP or any other Cisco professional track Certified | Palo Alto Networks ACE or PCNSE Certifications are desirable.
  • Master, Postgraduate Studies are desirable.
  • Project Management, ITIL, Scrum, Agile or related studies are desirable.
  • 3 years as Network Manager in IT operations with previous experience managing people.

Job Details

Industry:

ITES / BPO

Function:

IT

Education:

A pioneer in the global call center outsourcing and IT development industry, TELUS International Philippines is backed by a multi-national, multi-billion dollar Canadian telecommunications giant. TELUS International delivers extraordinary customer service and value to the world’s most sophisticated clients.

We provide a full range of cost-effective, high-quality call center outsourcing services and IT solutions for customer care, sales, technical support, market research, back-office support, IT development and business process outsourcing. Our clients include companies in the telecommunications, financial services, computer electronics, gaming, energy and utilities industries.

Our people are dynamic, think on their feet, and can quickly and effectively resolve customer inquiries. All of which underpins our commitment to clients: superior service quality and cost-effective delivery of call center and IT outsourcing solutions.

The TELUS International Philippines team work together to deliver future friendly services, and the TELUS values guide the way:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate

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