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Senior Network Operations Manager

Keywords / Skills : IT Service Desk, Technical Support, CCNA, CCNP, ITIL V3, CompTIA Security, "Network Operations", NOC, "Data Center",

12 - 20 years
Posted: 2018-03-09

IT/ Computers - Hardware
IT/ Computers - Software
Manufacturing/ Engineering/ R&D
Team Leader/ Technical Leader
Project Management
Hardware Engineer
VP Technology / CTO / CIO
Bachelors/ Degree, Diploma/ Non Degree Tertiary
Posted On
9th Mar 2018
Job Description
Job Summary: You will oversee daily operations of the multi-layered network team and ensure organizational integrity is maintained within the data center. You will be responsible for defining, delivering and improving the IT Service Desk, Technical Support and Incident/Problem/Change/Configuration Management ensuring that these services are effective to KPI’s and SLA’s. 
Job description:
Position Summary 
You will oversee daily operations of the multi-layered network team and ensure organizational integrity is maintained within the data center. You will be responsible for defining, delivering and improving the IT Service Desk, Technical Support and Incident/Problem/Change/Configuration Management ensuring that these services are effective to KPI’s and SLA’s. 

Supervisory Responsibilities 
This position carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Supervisory responsibilities include, but are not limited to: training and mentoring employees; planning, assigning, delegating and directing work; appraising performance; rewarding and disciplining employees; and resolving employee issues. 

Key Responsibilities 
  • To manage the Network, Service Desk (NOC) and Technical support team  
  • To ensure that incidents are resolved and service requests are fulfilled in a timely manner and in accordance with defined and agreed SLA’s/service targets  
  • To ensure that problems are resolved in a timely manner in order to proactively prevent related incidents from occurring and minimize the impact on incidents that cannot be prevented  
  • To ensure that all operational changes are recorded, evaluated, approved, prioritized, planned, tested, implemented and reviewed in a controlled manner with minimum disruption to existing ICT services.  
  • To organize and lead regular meetings for the entire team and other teams involved in managing and resolving IT incidents and problems, fulfilling service request and managing operational changes.  
  • To ensure compliance with ISO27001 and other industry standards  
  • Analyse statistics and KPIs to determine and improve level of service  
  • Plan, develop, and implement enhanced policies and procedures to streamline efficiency and customer service  
  • Provide operational documentation to managerial reporting structure  
  • Perform quality assurance audits  
  • Be hands on and operationally fluent with all responsibilities of direct reports  
  • Perform quality assurance reviews on Supervisor(s) to include Technician reports  
  • Collaborate with internal business teams to identify and define strategic initiatives necessary to meet the ongoing needs  
  • Consistently provide feedback and direction to team to ensure employee development, engagement and business knowledge; complete annual employee performance reviews  
  • Forecasting of yearly budget and adherence to budget  
  • Responsible for overseeing succession planning, quality control, and performance of department  
  • Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions.  
  • Information Technology (IT) - Responsible for internal business communication dealing with all hardware/software, including help desk support, and systems administration.  
  • Network Engineering Operations – Responsible for network, design and architecture, technology selection and vendor selection. Work as a second level escalation for NOC team in troubleshooting customer end and internal circuit (transport, IP) related issues including provisioning/configuring, administration, and maintenance of network equipment.
  • Network Infrastructure Operations- A 24X7X365 Team responsible for all physical internal and customer installation, troubleshooting, testing of physical circuits, and internal networking data equipment installation 
Qualification and Skills Required 
  • 8 to 15 years in a supervisory role or related management experience in a Data Center, Service Center or Operations Environment.  
  • Must have background within the Information Technology field or related educational background  
  • Required to work a flexible schedule according to business needs/events (to include, but not limited to nights and weekends and/or shift rotation)  
  • Strong knowledge and experience of managing an ICT service Operations Function  
  • Excellent project management skills and the ability to effectively manage deadlines  
  • Knowledge of Network, IT and Telecom systems  
  • Understanding of various network topologies  
  • Demonstrated knowledge of industry cabling standards and data center infrastructure deployment.  
  • Excellent oral and written communication and interpersonal skills  
  • Demonstrated ability to manage multiple events simultaneously  
  • Ability to interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism  
  • Influencing, leading and delegation abilities  
  • Well versed with various network circuit types, configurations, and physical deployment of the circuits  

Education and Technical Skills Required 
  • Bachelor’s Degree in ICT or Technology discipline recommended or equivalent experience in related field  
  • Computer literate with an emphasis on Microsoft Office Suite  
  • Demonstrated knowledge of various network topologies and troubleshooting practices
  • Experience with equipment terminal access applications (Ex.: CRT, Putty, SSH) 
  • Experience with network monitoring software applications (Ex.: Syslog, Nagios, etc.)
  • CompTIA Security+ recommended
  • CompTIA Network+ or Cisco CCEN recommended
  • Cisco CCNA is highly recommended 
  • ITIL V3 Certification recommended
  • Leadership Training / Certification

Reporting Structure:
Reporting Line: Operations Director  

About Company

Talent Matrix - Solutions for a Smart Nation
Recruitment Specialist - Fintech and Mission Critical Sectors

Innovation is about making people’s lives easier. It is about building an inclusive society and an economy where businesses thrive, opportunities abound, and innovative thinking is the default mode. Innovation relies on mission critical infrastructure. And talent is the glue that makes it possible.

Talent Matrix is a specialist recruitment agency that delivers complex talent needs to the fintech sector and mission critical ecosystem by offering personalised and engaging recruitment strategy.

Our consultative approach pioneered with proven standards offer a level of quality career matchmaking that defines client and candidate success for the new economy.

Our growth is purely contributed to our long-term relationships that have been nurtured and forged over the years, a key tool that resolves our staffing challenge.

Headquartered in Singapore and backed by a highly experienced team of industry experts, Talent Matrix helps the entire gamut within the ecosystem by solving the complex challenge of finding niche skills in Singapore and the region.

If you are currently keen to explore new opportunities or facing a challenge in finding niche skills then contact us now:
WhatsApp: +65 9676 5608
Line: talentmatrixsg
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