Global Network Operations Lead

WE'RE HIRING AS A GLOBAL DIGITAL NETWORK OPERATIONS LEAD AT INDIA

Excis is a global IT support leader globally, driven by innovation and collaboration.

We're looking for a Global Digital Network Operations Lead to head our 24×7 worldwide network operations - ensuring availability, performance, security and continuous improvement across enterprise and customer networks.

Key Outcomes (what "great" looks like)

· Availability & Resilience: Meet or exceed regional/global availability targets; reduce P1 MTTR and variance through proactive operations, problem management, and automation.

· Service Restoration: Consistent, well‑run Major Incident bridges with timely comms, crisp ownership, and post‑incident RCA within agreed timelines.

· Operational Excellence: ITIL‑aligned processes (Incident/Change/Problem/Req) executed with discipline; audit‑ready records in ServiceNow.

· Automation & NetDevOps: Measurable growth in runbook automation and config‑as‑code; quarterly feature/automation increments delivered with the network engineering team.

· Follow‑the‑Sun: Seamless handoffs and consistent quality across GIDC/NOC locations, with shared playbooks and common tooling.

Requirements 1) Run & Restore

· Lead the global NOC/NON‑STOP operations (L1.5/L2/L3) and serve as escalation owner for critical events, ensuring rapid triage, stakeholder comms, and service restoration.

· Drive structured Major Incident Management and post‑incident reviews; ensure timely RCAs and permanent fixes in collaboration with domain SMEs.

· Govern change, release, and maintenance windows to maximize change success rate and reduce risk.

2) Observe & Improve

· Own observability for networks: telemetry/NetFlow, logs, topology, and experience dashboards; integrate events to ITSM for correlation and auto‑ticketing.

· Establish runbook automation (auto‑diagnose/auto‑resolve) and track toil reduction KPIs; champion DNAC/ISE insights where applicable.

· Lead Problem Management and trend reviews; publish improvements that reduce repeat incidents.

3) Engineer for Reliability

· Partner with Network Engineering on NetDevOps (IaC, pipelines) and reliability patterns (standard configs, golden images, pre‑checks, auto‑rollback).

· Co‑own the SD‑LAN/SD‑WAN/SASE runbook maturity and lifecycle (patching, certs, EOX/EOL) with product/engineering leads.

4) Governance, Service Levels & Vendors

· Define and report SLAs (response, resolution, availability, RCA timeliness), with monthly service reviews and continuous improvement backlog.

· Manage carriers, OEMs, and MSPs (e.g., Cisco, F5, firewall/SSE partners) for escalations, RMAs, upgrades, and roadmaps; ensure contract and support alignment.

5) People & Ways of Working

· Build and lead a follow‑the‑sun team culture—shift rosters, on‑call, skills matrix, playbooks, and readiness drills; mentor leads across regions.

· Align to our internal Job Architecture and career paths; drive certification plans and capability audits.

Required Qualifications

· Experience: 12–15+ years in enterprise/managed network operations with 5+ years leading global 24×7 teams (NOC/operations leadership).

· Operations Mastery: Proven command of ITIL Incident/Change/Problem, Major Incident leadership, RCA writing, and service reviews in ServiceNow.

· Tech Breadth: Hands‑on familiarity with campus/LAN (SD‑LAN/DNAC/ISE), WAN/SD‑WAN, load balancing, firewalls, DNS/DHCP/IPAM, Wi‑Fi, and observability stacks (e.g., SolarWinds/NPM/NCM, event correlation).

· Automation Mindset: Evidence of introducing runbook automation, config‑as‑code, or CI/CD for network operations.

· Stakeholder & Vendor Mgmt: Executive communication and supplier governance across OEMs/ISPs; measurable outcomes on MTTR and CSAT.

Preferred Qualifications

· Certifications such as CCNP/CCIE, JNCIP, NSE/PCNSE, F5, Zscaler/Palo Alto SSE, or cloud networking (AWS/Azure) are plus points.

· Experience with experience analytics, and proactive operations (predictive incidenting).

KPIs & Measures

MTTR/MTTD by severity; % P1 handled within SLA; Change Success Rate; Availability by tier; RCA timeliness (first draft/final); % alerts auto‑remediated; ticket deflection via automation.

Tools & Platforms (indicative)

ITSM/ITOM: ServiceNow; Event correlation/AIOps and NPM/NCM stacks as deployed; DNAC/ISE where applicable; CMDB alignment.

Benefits

Why Join Us:

At Excis, your work matters. You'll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.

Ready to make a difference and grow your career? Apply now to join Excis in India and be at the forefront of IT support excellence

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