Manager, It

**About the Role**:
The role of the Network Operations Manager will ensure that the network infrastructure, services, and support environment work reliably and securely. In this role, you will lead the team that support and maintain network operations and at times projects, respond to user help desk requests, and monitor system stability and performance. You will also be responsible for ensuring strategy alignment with technical roadmaps that assure technology is in place to meet objectives and is scalable for future needs.

Additionally, this position will be responsible for the operations of all network and related technologies and solutions including but not limited to switching, routing, VPN, firewalls, SDWAN, DIA/MPLS VoIP, and collaboration platforms, load balancing at corporate campus locations as well as field offices throughout North America.

**Your** **Responsibilities**:

- Develop meaningful metrics that measure the effectiveness of network operations monitoring and delivery and identify and implement improvements
- Develop processes to lead, manage, and report on network operations processes for the enterprise
- Establish, maintain, and publish executive and task level KPI reporting to track and communicate overall status as directed.
- Create and update knowledgebase articles for the service desk. Meet regularly with the service desk and leads to audit and train for tier 1 and tier 2 events.
- Work with the network team and the service desk on self-help and automation to better serve our customers and teams.
- Raise the maturity level of the Network Operations organization by mentoring, guiding, and driving continuous improvement
- Champion adoption and drive continuous improvement.
- Lead team members in achieving desired outcomes of deliverables
- Analyze multiple types and sources of information to generate insight on team and environment performance
- Ability to provide financial forecast and on-going reconciliation of resources and other expenditures
- Develop meaningful metrics that measure the effectiveness of network delivery and identify and implement improvements.
- Solve operations challenges while encouraging adherence to architectural standards.
- Analyze industry and market trends and determine their potential benefit to the enterprise.
- Document all operations processes, procedures, and perform continuous analysis and updated as necessary.
- Collaborate with business partners, software engineers, technology, and operations leadership to advance business outcomes and operational concerns.
- Collaborate and manage third-party vendors and managed services to develop and implement network technology enabled roadmaps.
- Facilitate the evaluation and selection of software/hardware product standards, as well as the design of standards and practices.
- Oversees and directs the day-to-day activities of the network operation team.
- Responsible for managing team's help ticket response times and KPIs
- Assist in assuring SOX compliance for all IT operational assets
- Assist in ensuring company activities are carried out in compliance with country laws and regulations that govern business processes
- Other duties as assigned

**Let's Talk About Your Qualifications**:

- Bachelor's degree in Computer Science, Computer Information Technology or related major, or equivalent experience.
- Typically, a minimum of five or more years of experience supporting and implementing infrastructure solutions.
- Related industry certifications highly preferred (CCNA, CCNP Enterprise, Data Center, etc.)
- 8+ years IT operations
- 5+ years management experience
- Manage team members and provide regular coaching sessions and feedback
- Knowledge of routing and switching technologies including but not limited to: BGP, EIGRP, OSPF, and MPLS.
- Knowledge of switching and routing products including: Cisco NX OS, Cisco CAT OS and Cisco IOS software.
- Knowledge of security products including Palo Alto FW, Fortinet FW, and Cisco ASA.
- Solid knowledge of all components of related technical architectures.
- Experience with SD-WAN technology.
- Experience in design, implementation, and troubleshooting of complex networking.
- Exemplary leadership, communications, and people skills
- Excellent judgment and decisions making skills
- Ability to effectively communicate and explain technically complex concepts to non-technical project team members.
- Demonstrate financial awareness to control costs and think in terms of profit, loss, and added value.
- Critical thinking and problem-solving skills
- Planning and organizing
- Excellent Influence and Communication skills, including navigating difficult conversations with stakeholders & staff
- Evaluates risks and issues and assesses possible outcomes to determine a solution in a timely manner
- Ability to remain calm in high-stress situations
- Excellent executive presence
- Ability to navigate and lead through difficult stakeholder situations
- Ability to effectively manag