The skills and ability to manage the 24x7 operation of the Global Operations Center (GOC), delivering the network and security needs of enterprise customers
Hands on troubleshooting experience in Enterprise LAN and WAN environment
Configuration, installation and troubleshooting of Cisco and Juniper routers, Layer-2 and Layer-3 switches, Dial up modems, wireless devices
Detailed understanding and working knowledge of routing protocols like BGP, OSPF, EIGRP, RIP, RIP v2.
Working knowledge of Switching techniques: VLAN, VTP, various flavors of STP, dot1x, Ether-Channel
Has the ability to pro-actively identify areas of improvements and works towards better Customer Service
Excellent verbal and written communication skills
Experience directing and developing (staff, train and maintain employee skill levels) a Global Operations Center (GOC)
Requires a strategic and visionary leader who can provide informed and objective counsel to top management on business issues
Responsible for supporting complete end to end Network Solutions for the customers. Responsible for interacting with internal groups, vendors and customers to coordinate the timely support of customer networks and data services. Responsible for great “customer satisfaction”.
Manages the 24x7 GOC for a global network and all associated equipment to make sure that it is available for all customers.
Hands-on involvement with the GOC to quickly resolve customer’s network and security issues.
Supervise the daily working of customer and network trouble tickets.
Direct and developing (staff, train, and maintain employee skill levels) the GOC group that troubleshoots, repairs and monitors customer’s network and security services.
Communicates and coordinates network/security maintenance and schedules.
Coordinates installation of hardware and software by others including outside vendors.
Monitors and maintains network stability.
Create, maintain, and enforce all processes and procedures for the GOC group.
Provide leadership to your team while focusing on their efforts on the corporate objectives.
Foster teamwork across other groups such as Provisioning, Project Management, Customer
Engineering and GOC.
Provide detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff.
Manage internal audit process to ensure compliance with all GOC processes.
Provide direction and priority to the staff for development of GOC tools.
Interface with customer on calls and lead technical meetings
Creation of Root Cause analysis (RCA)
Provide technical inputs for weekly/monthly customer service review reports
TRAINING AND CERTIFICATION REQUIRED
CCNA, CCNP, JCNIA, JNCIS, CCIE, JNCIP, JNCIE is desirable
Bachelor degree and/or related experience required