Senior Manager, Global Network Operations Center

As a senior manager of the network operations team in India, you will manage a team of network engineers responsible for supporting 24x7 network operations of Oracle's Cloud Infrastructure. As part of its responsibilities, the team monitors and manages the physical network infrastructure across all the data centers and regions to ensure high service availability and meet business needs, service level agreements (SLAs), and customer satisfaction and service excellence. 

An ideal candidate for this position will have experience leading and managing network engineers in a large organization. Ability to work effectively with cross-functional teams, including network engineers and other technical groups. Demonstrate experience managing cloud network operations or global network deployments. You should be comfortable supporting distributed systems that interact with various services. Work comfortably in a collaborative, agile environment, and be excited to learn. You can provide direction and structure for your teams and mentor engineers and performance calibrations. 

Do you thrive in a fast-paced environment and want to be integral to a truly talented team? Join us

Career Level - M3

Roles and Responsibilities:

The Senior Network Operations Center Manager will help expand and lead our network operations center in India. The role will lead a team of network engineers to support 24x7 network operations of Oracle's Cloud Infrastructure as part of the Global Network Operations Center organization.

• Develop a team of highly skilled network operations engineers
• Ensure network infrastructure operational health and high service availability to meet business needs and customer satisfaction
• Ensure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.
• Develop, implement, and continually refine and improve network operations, NOC procedures, standards, and policies to conform to best practices and SLAs
• Develop, implement, and continually refine and improve incident and problem management procedures and documentation to align network operations with best practices and address triage/analysis, response, resolution, escalation, and communication.
• Develop, implement, and continually refine processes to control and coordinate all changes to a production environment into a Change Control/Management Procedure.
• Coordinate with other engineering areas and business stakeholders on technology deployments, system upgrades, and maintenance outages.
• Develop and implement a NOC performance measurement framework to facilitate feedback and scoring of team members on issues such as communication and technical skills.
• Identify, measure, benchmark, analyze and perform regular reviews of capacity reports and performance metrics, e.g., service availability, ticket volume, resolution rate, time to respond, time to resolution, change volume, and customer survey results.
• Analyze results for trends, process improvement opportunities, and staff training needs and take appropriate action to improve results.
• Encourage communication of new ideas, solutions, suggestions, and problems.
• Review for appropriate action or implementation. Participate in continuous learning and professional development.

Mandatory qualifications: 

• 10+ years of experience delivering and operating large-scale, highly available production network environments (large cloud, ISP, or service provider)
• 5-10 years of experience in an engineering and operations management role
• Experience in a technical leadership and management role.
• Experience driving hiring, onboarding new engineers, and ongoing performance management.
• Excellent organizational, verbal, and written communication skills.
• Experience working with large data sets and making data-driven analytical decisions.
• Excellent judgment in influencing product roadmap direction, features, and priorities.
• Experience planning, tracking, and executing projects using appropriate tools (Detailed Project Plans, Action/Risk tracking, etc.).
• Bachelor's degree in Network Engineering, Computer Science, Electrical/Hardware Engineering, or a related field.

Preferred Qualifications:

Prior experience with large-scale cloud network infrastructure and data center operations

Career Level - M3