GM - SDWAN NOC, Service Assurance

Roles and Responsibilities

Self-driven Global Leadership role with the Objective of Managing Global "SDWAN" Network Operations and to support customers accross SDWAN OEM and to support growth services..

Managed SDWAN : Managd SDWAN services is integral part of growth services and is expected to be supported through SDWAN NOC Team. These services are projected to grow with underlying network and new capabilities to be build for support large customer deals.

The role is responsible for ensuring high availability for SDWAN infrastructure across technologies, defining health and best practices across Service Assurance Lifecycle. This involves working with Engineering, Strategic Partners, Strategic internal and external stakeholders to maintain and deliver uninterrupted services for the customers.

Build Capabilities to support new products on SDWAN Domain and Managed wifi to build support framework working with NPI for operational readiness (Process, People/Skills and Tools) to provide incubation support to launch, stabilize and scale new services. New flavours, Managed, Broad objective of Unmanaged, Service Edge with Security, SaaS (Cloud like services), BYON, Hosted Wi-Fi & captive Services. Build expertise of new OEM like the role

VeloCloud, Fortinet, Silverpeak, etc.

Building Skills by driving key programs on SDWAN Services Skill Building.

Drive Automation Journey to achieve proactive monitoring capabilities, auto First level troubleshooting, self help for customers, Anomaly detection via AI/ML, deploying Robotic Process Automation for operational process through key programs.

Key External

OPERATING NETWORK

Key Internal

Financial

With the objective of evolving an effective Post Sales Service & Support model comprising of comprehensive workstreams and diverse workgroups that are part of Customer Support Engagement - Network Faults and Incident management workgroups for NOC and TAC support, Ensure Service Platform availability; Tier 3 support, TAC function and Focus on continual improvement of the product and processes, along with monitoring capabilities and evolving skills needed for the function.

SDWAN OEMs, System Integrators, Field support providers, manpower suppliers & Customers of SDWAN & Managed wifi Services.

Engineering, Product, Sales, Service Delivery, Service Management, Billing, Top Customer SOC, Premium SOC, NPI/PAT, Solution Architect teams.

Supporting revenue centers > Mn USD in Top Line, Needs to grow multifold in next 2 Years. Network AMC Cost USD 1 Mn

Manpower Cost USD 1 Mn

No. of direct reports

4 onroll staff

Total Team Size

Overall + onrolls and + offrolls (Incl. dotted report), to grow to in FY

SIZE AND SCOPE OF ROLE

Reporting To

VP, Global Network and Growth Services. CNGCS (GMC-2)

Other size parameters

Transit pops is Countries

GVPN Pops in Countries (5K Network Elements and K customers) Geographies Supported - India / International.

6 Versa pops across the Globe.

4+ on prem deployment on Viptela, Fortinet SDWAN

3+ cloud based deployment Viptela & Versa SDWAN

SDWAN : under growth services to be grown USD to M in FY

ROLE HOLDER REQUIREMENTS

Minimum qualification & experience

Other

knowledge/skills

Engineering Graduate (preferably with a management degree) with experience of around years in Telecom Operations role having handled various areas including SDWAN technology, ISP, Data Centre Planning and Managed Services and Service Assurance

Strong Service centric and customer care experience and skills. Adequate Telecom Domain knowledge with majors in Technology and in-depth understanding of networks and applications, Demonstrate ability to handle high pressure and respond to crisis situations with calmness and empathy. Ability to handle escalations from/to customers and service providers alike. Experience in Process improvement and Services automation to gain efficiency and build USP in Operations. Understanding of IP and SDWAN Technologies.

KEY RESPONSIBILITIES

AREAS OF RESPONSIBILITY (Key Activities)

PERFORMANCE METRICS

1

Network Operations

Operations of Global SDWAN Network.

Global - SDWAN network presence in 6 locations accross globe followed by cloud based on prem deployments to support 4 OEM and + customers over AS5 & AS3 backbone that carries about % of World's Global Internet traffic.

Plan and lead SDWAN service assurance operations to measured KPIs and identified performance parameters. Ensure customer requirements are met appropriately, including platform and service availability to customers. Guide the team towards maintenance of customer SLAS, review Major incidents, identify chronic issues in network and direct the team towards Root Cause Analysis, Permanent Corrective Actions and Networkwide implementation. Drive 'Network incident management' and quick turnaround on escalations, review and monitor customer issues (ticket trends) on a regular frequency, identify key problems and direct the team towards resolution of these at a root cause level. Key scope being

1. Managing and controlling Global SDWAN services with best in class operational practises.

2. Provide Incident management support at NOC and TAC Level including customer service impact analysis across multiple services and applications.

3. Provide resolution & respond within timelines agreed with customer as per SLA.

4. Conduct Incident reviews, perform root cause analysis & corrective actions.

5. Conduct SDWAN platform performance reviews and Audits to identify chronic/repeat/design related problems

1. ME Proactivity

2. Reduce Ticket Rate

3. Audit the Network & eliminate design flaws, implement Best Practices to improve Network uptime.

4. Handling Change management Processes for keeping services in good health.

Proactivity and Automation

Lead various service assurance areas to identify, develop and adopt automation to enable Proactive Approach to identify Major Events, Analyze service impacts, auto attach and auto notification for all SDWAN & Manage Wi-Fi customers.

Carry out services automation to enhance trouble shooting, auto FLT for front end team in order to improve speed to resolve.

Take necessary steps to improve Proactivity across services.

2 Ensure Enhancements to Platform and Service Monitoring Capabilities, Perform Alarm Correlation, Compute

Service Impact Assessment to identify Major Events Proactively.

3

Drive automation programs to ensure that the Network Events get notified and acted upon as trouble tickets; the service impact analysis (SIA) is conducted and proactively the impacted customers can get notified of a service impact caused due to a network impairment at gear.

Ensure > % of events are recorded proactively and reported to customers along with periodic updates.

Ensuring healthy underlying infrastructure as its a is key requirement and it affects the ability to offer overlay services.

Center of Excellence

Continually Identify areas of improvement and reduce fault rates in Network.

Conduct Performance Management (PMS) and data analysis of failure patterns across vendor equipment, core capacities - leased or owned, supplier interconnects and network utilization. Basis the findings, it's role is to Drive improvement projects through Service Quality Management (SQM); augment network capacity and diversity liaising with engg., drive projects for Improvement and adopt automation with in the team.

Create repository of best practices across the process of SDWAN and Manage Wi-Fi network operations.

Stakeholder Interlocks: including performance reviews and interlocks with Engineering function, Service Operations functions to track the Network issues, improvements working along engg and vendors for continually improving the Network experience; Handling Customer Escalations; perform POCS and adoption of new Itechnologies and services

ME proactivity> %

Overall Proactivity Sev 1 + Sev 2

Network Uptime

New Projects Implementation

Network Security and Regulatory Compliance

Responsible for Security of SDWAN Platform & services from external malafide or attacks.

To entrust perimeter security for all SDWAN Platforms & Services and review the security of the network with Vendors and implement the Best practices in the network time to time. Goal is to To have "zero: NC during audits.

Zero NC during Audits % Regulatory Complaince Reducing trend of Security Events.

LO

5

6

Growth Services (SDWAN & IZO)

Manage all Infrastructure of SDWAN & Wi-Fi services through self & partners.

Responsible for NOC and TAC operations for resolving Customer issues of complex nature that are escalated by scaling of SDWAN and IZO services Service Operations Centre. It also engages with Vendor TACs towards resolution of Platform Bugs, Version controls, issues and resolution.

New Product Introduction and New Device Introduction

Responsible to work in close coordination with Cross functional teams for Infra for "operational Support Readiness (OSR)" as part of the NPI process for all services related with SDWAN, Manage Wi-Fi & Other Growth services.

Work with cross-functional teams to build Day-2 support model, tool enhacement, skill building.

Work closely with Product, SA & Engineering towards "New devices Introduction" ensuring that the new equipment gear are not only installed into the network, the "Service Integration" is performed to ensure configuration, provisioning and lifecycle management of customer services over that new equipment gear.

Products or product features supported. New equipment gear introduced into network - its fault rate, automation integration.

Team Training, Certification & Knowledge Development

Constant upgradation of skill for the team on New Services, Coaching and guidance by view of regular engagements and performance reviews. Drive team development, engagement and reward initiatives; Coach and

7

Team Training, Certification & Knowledge Development

Constant upgradation of skill for the team on New Services, Coaching and guidance by view of regular engagements and performance reviews. Drive team development, engagement and reward initiatives; Coach and mentor team members as required and ensure resolution of any people issues. Certifications in diverse technology areas like Routing, switching, security, SDN/NFV to build specialization. The role includes: (i) Periodically reviewing team structure and assess talent requirements. (ii) Participate in the recruitment and selection process. (iii) Administer Technical Curriculum to workforce to improve their skills and knowledge and building "Competence" as part of their career growth. (iv) Conduct goal setting and performance review for the team. (v) Coach and mentor team members in journey to upskill them and handle complex issues. (vi) Drive team development, engagement and reward initiatives as part of team motivation.

Drive key programs:

Growth Services Skill Building

Cross skilling of team members

Training on new services

- Team engagement

%age attrition

- Manpower cost and productivity

- Training completion