Senior Manager of Network Support Engineering

Senior Manager of Network Support Engineering

TaskUs
Philippines
3-5 years
Not Specified

Job Description


Description
Want to be part of a company that is changing the game for some of the worlds most notable brands and disruptive companies At TaskUs we look for individuals who are constantly striving for excellence in both their personal and professional lives. Our rapid growth demands high performance, and we're proud to say that we have a talented and motivated team along for the ride. If youre looking for a new challenge or just want to be a part of something historic, join us. Lets change the way the world works!
The Senior Manager for Network Operations provides Leadership for the Network Operations Team. This Team is chartered to provide 24x7 Support for TaskUs Global Network. Services are provided through Cisco Wide and Local Area Network (WAN & LAN) and Palo Alto Firewall Technologies.
Job Responsibilities
Service Management
  • Ensures the delivery of Network Services for the Global TaskUS Network Environment (WAN & LAN)
  • Manage Technical Escalations through coordination with the Global Network Operations Center (NOC), Peer IT Teams and Executive Leadership
  • Deliver regular reports (weekly, monthly, quarterly) highlighting Service Delivery Metrics & Team performance
  • Manage Vendors to ensure Service Level Adherence and Quality
  • Develop, document & maintain Operational Standards for the Network Operations Team
  • Lead Incident & Problem Management discipline for the Networking Team
  • Ensure Team and Network Services compliance with Information Security Standards
  • Ensures all IT operations are implemented and maintained within PCI, SOC 2 and ISO 27001 requirements through consultation and coordination with InfoSec management.
  • Provide support in vulnerability management, risk identification/remediation, and handling of information security incidents/breaches.

Team Management
Provide direct staff Management to the Network Operations Team:
  • Ensure Team delivery per Service Level Objectives or work ticket and project assignments
  • Manage Team assignments, to include workload management and project resource assignments
  • Establish Team & Individual Objectives in line with Departmental Goals
  • Monitor Team performance to ensure SLA Delivery and Quality
  • Provide mentoring, coaching & career development guidance for the Network Team

Operational Process Management
Ensure that a team Adheres to IT processes:
  • Incident Management
  • Change Management
  • Problem Management
  • Capacity Management
  • Business Continuity & Disaster Recovery
  • Procurement
  • Information Security Policies & Standards

Vendor Management
  • Chair Regular Meetings with Carriers, Service Providers and contractors
  • Ensure Feedback is timely and fact-based
  • Ensure that all Vendors understand success and are managed through SLA, when applicable

Qualifications
  • Bachelors degree in Computer Science, Information Technology, or related field
  • 3-5 Years of Team Management in Support of Network Operations
  • 5-7 years extensive experience in the support of Cisco Networking Technologies
  • Strong technical, analytical, and interpersonal skills required
  • Current CCNP certification
  • Advanced Technical knowledge on CISCO Networking Technologies
  • ITIL Ver. 3.0 or Ver. 4.0 preferred
  • Ability to communicate in an understandable, polite and friendly manner, both written and verbal to both technical and non-technical audiences
  • Strong organizational skills and ability to multitask in a fast-past working environment
  • High level technology problem solving skills
  • Standing and sitting for sustained periods of time, at least 25%
  • Ability to travel up to 25% of the time

About TaskUs:
TaskUs is the fastest growing tech-enabled business services company in the world, delivering the customer support, AI operations and content security services that power the worlds most innovative companies. Listed as one of Glassdoors 100 Best Places to Work, USA Todays Best Company Cultures and Best Companies for Women by Comparably, TaskUs is a Frontline-First company that puts its people at the heart of everything they do.
TaskUs has been recognized as one of the Inc. 500 Fastest Growing Private Companies in America for the past seven years consecutively. Founded in 2008 by Bryce Maddock and Jaspar Weir, the company raised over $250mm in 2018 from the worlds largest private equity firm, Blackstone.
TaskUs currently has over 20,000 employees and offices across the U.S., Philippines, India, Taiwan, and Mexico.
TaskUs, Inc. is an equal opportunity employer.

About TaskUs

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