What are the responsibilities and job description for the Network Operations Manager position at The Timberline Group?
Network Operations is responsible for providing robust IT services and support to all Divisions. As the Manager of Network Operations, you will lead the team responsible for innovating and maintaining a world class digital experience for all users. We are looking for an IT professional to transform our network, infrastructure, and operations support processes while ensuring we have ongoing stability. The right candidate will be able to balance day-to-day operations simultaneously while transforming how we provide services to the user community and raising the bar in all areas.
- Actively support and foster a culture of inclusion
- Driving a program to improve our Operational Excellence - transforming processes, procedures, and engagement models across internal and external teams
- Implementing monitoring and automation across our landscape to create a "lights-off" environment reducing the amount of human interaction required to run and operate
- Interact with management and staff to provide technical assistance for continuous improvement of IT network, infrastructure, and operations services
- Establish RACI's and collaborate with operational partners and staff in a productive and positive manner
- Lead infrastructure and network design and builds in new facilities
- Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations
- Establish metrics that measure, monitor, and maintain alignment to Service Level Agreements (SLA) while fostering continuous improvement
- Managing incident and escalations and defining processes focused on improving our customers' experiences
- Create and maintain strategic roadmaps aligned to business capabilities and digital transformation
- Develop and maintain a strategic workforce plan that enables growth and career opportunities for your team
- Be able to recruit and hire the best, while maintaining team performance
- Oversee our managed service providers and redefine the operating model to determine what services should be outsourced versus in-house
- College degree preferred
- Preferred Certifications:
- Cisco Certified Network Administrator (CCNA)
- Cisco Certified Network Professional (CCNP)
- 10 years’ experience - Enterprise level network support and design
- 6 years’ experience - Enterprise level telephony support and design
- Expert knowledge of:
- Wide Area Network (WAN) and Local Area Network (LAN) management and configuration principles
- Cisco Networking hardware, IOS and NX-OS
- Networks, security guidelines and industry “best practices”
- LAN/WAN hardware devices, specifically Cisco routers and switches
- Extensive experience:
- Designing and documenting networks from the ground up
- Configuring and supporting firewalls, including rule creation and modification, Checkpoint preferred
- Configuring and supporting load balancers, Citrix Netscaler preferred
- Configuring and deploying SD-WAN solutions, Silver Peak preferred
- With QOS on Cisco routers, and voice technologies
- Experience with:
- Cisco IPT Phone Systems & Cisco Unified Call Center Express platform
- Meraki MX technologies a plus
- Monitoring tools such as SolarWinds
- Ticketing software, ServiceNow preferred
- Working with equipment vendors toward resolution of issues
- Thorough understanding and expertise in configuring, troubleshooting, debugging and administration of Cisco technologies including but not limited to: Routers, Switches, and Voice technologies.
- In depth understanding of the following protocols: VOIP, ISDN, Q921, Q931, H.323, H.264, BGP, MGCP, SIP, RTP, EIGRP, OSPF
- Highly skilled in:
- Solving complex technical problems involving integrated operating systems and hardware platforms
- Analyzing data and implementing solutions
- Assessing and prioritizing multiple tasks, projects, and demands
- Skills in establishing and maintaining cooperative working relationships with other employees, telecom companies, vendors, and other organizations
- Deep understanding of TCP/IP
- Deep understanding of Data Center design and maintenance
- Deep understanding of facility wiring design and implementation
- Understanding of Disaster Recovery concepts and applications and ability to identify opportunities for improvement and implement changes
- Proven ability to apply technology and process solutions to business problems
- Proven ability to manage large and complex projects and issues
- Experience in a large inter-networking or distributed computing environment
- Excellent communications and interpersonal skills
- Proven ability to work independently to complete projects/goals
- Results-orientation: positive goal-oriented attitude in the workplace
- Ability to successfully pass pre-employment (post offer) Company or Facility background check, motor vehicle record report and drug screening