ITO Network Operations - Supervisor

Location

Chennai | India

Job description

JOB DESCRIPTION

Position Introduction:
As Network Operations Manager (LL6 - Leadership Level 6), based in FBS India, you will be a Technical Manager driving Ford's Enterprise Network Operations transformation. You will be managing the 24x7 Global Network Operations (LAN/WAN) team to a center of technical excellence and customer Advocacy.

The FBS India - Network Ops Manager is responsible for successful Network Operations including the strategy, engineering, development, and implementation procedures. This is a key role to ensuring successful delivery and support of Global Network Product offerings. This position will be part of Ford's Enterprise Tech Operations department and will report to the Global Network Operations Manager. The manager needs to ensure 'Always On' (24 x 7) availability of Ford Global Network Product offerings, working with Network Operations Peers from other regions.

The manager needs to ensure 'Always On' (24 x 7) availability of Ford Global Network Product offerings , working with Network Operations Peers from other regions.

This role will also be driving towards supporting full observability and Monitoring, process response, and technical capability to ensure customer up time of 99.999%+. We are driving to significantly reduce the number of incidents and reducing recovery time during an incident . Includes defining the KPI Metrics to achieve meaningful customer satisfaction and uptime. This position requires a wide range of skills and experience.

• the technical Incident Management Calls and Change Controls through STRONG Technical Network Knowledge, Operational capability, and strong communication skills.
• Lead end-to-end Network Troubleshooting during Incidents.
• Drive technical excellence through performance management and technical leadership.
• Lead a team of 5+ Ford GSR employees and a total 20+ person team (Ford, Agency, Purchased Services) of highly technical and talented engineers that operates Ford's mission-critical Network Services.
• Work with global Network Operations managers, peers for planning the global 24x7 shift operations.
• Advocate and ensure that high quality Follow the Sun (FTS) is delivered to receiving teams. As well as ensure on-call schedule and shifts are available.
• Drive continuous improvement in service management for Network Services leveraging enterprise tools and processes (Incident, Problem, Change, Availability Capacity, Demand & Service Level Mgt.) and focusing on customer value optimization.
• Develop and implement best practices and processes for Network Operations services to maintain availability, reliability, scalability, and security.
• Drive for effective SRE Monitoring and FSO (Full Stack Observability) on system performance and overall health, troubleshoot issues, and implement corrective actions.

RESPONSIBILITIES

• Lead end-to-end Network Troubleshooting during Incidents.
• Lead a team of 5+ Ford GSR employees and a total 20+ person team (Ford, Agency, Purchased Services) of highly technical and talented engineers that operates Ford's mission-critical Network Services.
• Work with global Network Operations managers, peers for planning the global 24x7 shift operations.
• Advocate and ensure that high quality Follow the Sun (FTS) is delivered to receiving teams. As well as ensure on-call schedule and shifts are available.
• Drive continuous improvement in service management for Network Services leveraging enterprise tools and processes (Incident, Problem, Change, Availability Capacity, Demand & Service Level Mgt.) and focusing on customer value optimization.
• Develop and implement best practices and processes for Network Operations services to maintain availability, reliability, scalability, and security.
• Drive for effective SRE Monitoring and FSO (Full Stack Observability) on system performance and overall health, troubleshoot issues, and implement corrective actions.
• Partner and work closely with our Enterprise Architecture, Development, and Network Service teams to ensure that our network infrastructure delivers for our applications and infrastructure services needs.
• Collaborate with the Network LAN/WAN development teams to optimize infrastructure for application performance and scalability.
• Provide Thought leadership on migrating legacy infrastructure solutions to new Network Services offerings and operations.
• Drive team members to achieve technical network excellence thru experience, and network Certifications and defined training requirements and delivery.Confirm that the mandatory trainings for the team are completed.
• Attract, retain, engage, and develop teams while leading and inspiring them to achieve Ford's goals.
• Able to lead the team to develop continued improvements leading to an 'always on network capability.' Including defining the goals, KPI's and metrics to achieve this outcome.
• Consistently review the response and incident backlog to ensure awareness of critical customers.
• Advocate and ensure that high quality follow the sun is delivered to receiving teams.
• Partner with engineers to develop actionable plans to support career goals, including the development of technical, communication, people, and leadership skills.
• Review and actively participate in escalations requests.
• Communicate results through Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR).
• Ensure and drive a proper follow-up to Business escalations, BR, and DOR.
• Drive assurance of up-to-date sw releases, targeted LDOS, and PSIRTS (security updates)
• Drive and own network troubleshooting tools including packet capturing tools like Gigamon.
• Partner with Network Service offering teams to ensure successful change controls.

QUALIFICATIONS

Basic Qualifications

• Strong Technical Understanding of Routing / Switching protocols, Wireless, Data center, WAN/SD-WAN and Network monitoring, observability Tools, Network performance tools.
• Technical Leadership to lead end-to-end Network Troubleshooting during Incidents.
• Bachelor's or Master's degree in Computer Science or Engineering or Management Information Systems.
• Able to directly drive a successful incident response.
• Able to successfully plan, implement, & delivery all Network Change controls
• Ability to leverage and involve the right technical resources, and partners, and take action during an incident or change control.
• Excellent Communication, including the ability to independently lead an outage incident.
• Solid understanding of Expert customer care business, processes, procedures.Able to represent the end customer as a customer advocate.
• ACTIVELY Acts as escalation point and incident leader for customers and identifies actionable outcomes to achieve customer satisfaction.
• Strong troubleshooting experience with network environments.
• Strong understanding of network troubleshooting Tools.
• Significant technical, functional and hands on experience with networking Services and operations.
• Highly collaborative, with the ability to influence leaders and team members.
• Ability to provide a strong point of View as necessary.
• 7+ years of Experience in Network Operations (LAN/WAN) or Network Engineering.
• 5+ years of hands-on experience with Network Operations Monitoring and response Centers.
• Experience of driving full network observability.
• Experience of driving and owning network tooling
• Values and leverages diversity and talent Development.

Preferred Qualifications/Skills & Expertise

• Ability to develop and deliver crisp and concise messages to Senior Management (LL5+, LL4)
• Possess a high tolerance for ambiguity and ever-changing dynamic environment.
• Ability to deliver in the now and define the future.
• Network Certifications such as CCIE (Cisco Certified Internetwork Expert) and CCNP are a plus.
• Experience working in a TAC environment/Customer support.
• Strong advocate for DevOps mindset and culture, collaboration, flexibility, and cross domain knowledge
• Endless Desire to Learn and highly motivated to challenge the status quo
• Experience in running a network operations and monitoring center.
• Understanding of Routing / Switching protocols, Data center, Security technologies, or any other relevant field of concentration based on customer assignment.
• Experience working in a TAC environment/Customer support.
• Exceptional stakeholder Management
• Excellent Communication, Business Development & Negotiation skills
• ITIL Trained/ certified.
• Solid understanding of the HTTS and/or Expert care business, processes, procedures, CX offer portfolio and high value services business.
• Experience with Rally tools and Agile delivery
• Experience with Cisco DNA, ISE, and Thousand Eyes

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