Senior Manager Network Operations

Senior Manager – Enterprise Network Operations JOB DESCRIPTION Job Title: Senior Manager – Enterprise Network Operations Department: Engineering and Operations Location: Mumbai Reporting: Director Network Operations Job Type: Full Time Shift: Rotational Shift - PRE-REQUISITES - Extensive hands-on experience in troubleshooting and managing Large Scale Enterprise LAN environments. - Strong people management skills - Possess customer centric approach with empathy - Managed Network "24x7" support experience on global large-scale networks - Strong communication, presentation and customer handling skills - Ability to offer technical and experience-based advice to executives, colleagues and subordinates - Proven ability on Network automations - Subject matter technical expertise in multi-vendor environment - Switching – Aruba, HP, Cisco, Juniper, Meraki, Arista - Wireless – Aruba, HP, Cisco, Juniper Mist, Meraki - IPAM/DDI – Infoblox - Routing – BGP, OSPF, EIGRP - RESPONSIBILITIES - Lead a high-performing technical team supporting global large enterprise customers, ensuring exceptional customer service and operational excellence. - Oversee 24x7 remote monitoring and management of distributed LAN/Wireless/IPAM/WAN networks for large global clients. - Manage ticket queue, participate in Severity 1 and Severity 2 tickets. - Drive resolution of network/security incidents and escalations; ensure timely and effective ticket management. - Lead the customer calls and technical meetings; act as a key interface for client engagement. - Build and Present weekly/monthly/quarterly performance reports and measurement metrics to clients and internal stakeholders. - Develop and maintain Standard Operating Procedures (SOPs) and ensure adherence across teams. - Plan and execute Change Management processes in coordination with customers and internal teams. - Optimize network performance and lead Service Improvement Plans (SIPs). - Lead Patch Management process on all managed network devices. - Lead initiatives focused on network automation to improve operational efficiency and reduce manual intervention. - Drive adoption of AI-powered monitoring and analytics tools to proactively identify and resolve network issues. - Evaluate and integrate automation platforms and AI technologies into existing network infrastructure. - Liaise with hardware/software vendors for issue resolution and product support. - Mentor and train junior engineers; foster a culture of continuous learning and technical excellence. - Lead and contribute to Root Cause Analysis (RCA) documentation and post-incident reviews. - Provide technical insights for weekly/monthly service review reports with customers. - Create and present annual evaluations, performance development plans and KRAs. - Foster teamwork and show commitment to team objectives; promote collaboration and remove obstacles. - TRAINING AND CERTIFICATION - Aruba – ACMA (Wireless), ACMP(Wireless), ACSA(Switching), ACSP (Switching) - Cisco – CCNA, CCNP - DDI – INA (Infoblox) - EXPERIENCE - Minimum 12 years of progressive experience in enterprise networking, with a proven track record in managing complex, large-scale environments. - EDUCATION - Bachelor of Engineering - Computers/Electronics/Communication or related field - Graduate/Post-Graduate in Science/Maths/IT or related streams with relevant technology experience - OTHER SKILLS - Excellent verbal and written communication skills. - Strong passion for working on core network technologies. - Awareness and practical understanding of ITIL processes.