About the Company: The Network Operations Manager is a senior leadership role responsible for the strategic planning, design, implementation, and management of an Data Zone data center, one of the Data centers under China Mobile International Limited. and organization network and IT infrastructure. Oversee the daily operations of Network Operations team and ensure stability, security, and scalability of the IT infrastructure while aligning it to data center business objectives. Furthermore, to 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. This position will report to the Data Center Services Director.
About the Role: This position carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities:
- To manage the Network, Service Desk (NOC), and Technical support team
- 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 the 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.
- 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 of 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 requests and managing operational changes.
- To ensure compliance with ISO 27001, ISO 27701, ISO 20000, PCI DSS, SOC 2 Type 2 and other industry standards.
- Analyze statistics and KPIs to determine and improve the level of service.
- Plan, develop, and implement enhanced policies and procedures to streamline efficiency and customer service.
- Provide operational documentation to the managerial reporting structure.
- Perform quality assurance audits.
- Be 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 Data Zone's ongoing needs.
- Consistently provide feedback and direction to the 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 the department.
- Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
- 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.
- Ensure full compliance with all local governmental regulations according to the Occupational Safety, Health, and Environment Act requirements.
- Participate in and perform Occupational Safety, Health, and Environment activities.
- Other duties as assigned
Required Skills:
- Excellent oral and written communication in Thai and English and interpersonal skills.
- 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.
- 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.
- Practice a strong sense of urgency with the ability to multi-task, display attention to details.
