Gm - Sdwan Noc , Service Assurance

**GM - SDWAN NOC, Service Assurance**:

- From 11 to 20 year(s) of experience
- ₹ Not Disclosed by Recruiter
- Puneor

**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 324 Customer SOC, Premium SOC, NPI/PAT, Solution Architect teams.

Supporting revenue centers > 20Mn 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 42+ onrolls and 10+ offrolls (Incl. dotted report), to grow to 61 in FY24

SIZE AND SCOPE OF ROLE

Reporting To

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

Other size parameters

176 Transit pops is 75 Countries

220 GVPN Pops in 100 Countries (5K Network Elements and 95K 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 30 M in FY24

ROLE HOLDER REQUIREMENTS

Minimum qualification & experience

Other

knowledge/skills

Engineering Graduate (preferably with a management degree) with experience of around 15 years in Telecom Operations role having handled various areas including SDWAN technology, ISP, Data Centre Planning and Managed Services and Service Assurance

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 150+ customers over AS4755 & AS6453 backbone that carries about 25% 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.

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 Au