Global Network Service Specialist

Job Description

Job Title: Global Network Service Specialist
Dept.: Infrastructure Shared Services
Reports To: ISS
Status: Regular-Full Time
Location: Alabang, Philippines

PRIMARY RESPONSIBILITIES:
- Responsible of the delivery (quality, performance, SLAs, processes, documentation) of the Global Network Services for the
NOC Customers.
- Understand and document the scope of Network services
- This manages the network onboarding projects (post-project hand-over and/or onboarding of new sites) from initiation until completion including scope definition, resource allocation, scheduling and risk management
Define and identify risk+mitigation on the adoption process with the network architect, network operations lead and project
managers to ensure that the NOC team is able to support post implementation
- Review and track the NOC operations KPIs, analyzing service metrics and implementing improvements as needed to meet SLAs as aligned with the Team lead and COE Head.
- Identify, propose and implement continuous improvement plan of the skills, methodology, performance, processes of the Network team
- Communicate action plans to the client, coordinate crisis management and Ensure customer reporting
- Propose and implement pro-actively in ensuring stability, response time, operational consistency and life cycle over the System Infrastructures
- Service specialist service coverage includes monitoring and any other activities that is reached by the network service perimeter to ensure team adoption and forecasted adoption needs across the network community for the noc operations services (such as not limited to upskilling, access management)
- Perform proactive Problem Management process
- Participate and commit to the development of the service contract
- Define the content and implementation of services through the SLA descriptions
- Ensure that events affecting the service contract are taken into account throughout its life cycle
- Take responsibility for developing progress plans and formulating action plans
- Ensure the impact of any changes to the level of service, particularly service level commitments and operational agreements
- Implement and manage the appropriate series of metrics to monitor the activity (volume, performance, incidents)
- Monitor, analyze and evaluate the operational performance of customers support and the results of the indicators and propose action plans
- Follow the service contract budget
- Participate in the identification of value-creating services
- Identify new customer needs
- Serves as contact for networking vendors as well as customers and account teams
- Drives vendors to address

Primary Technical and Functional abilities:
- IT experience delivering Infrastructure (network is preferred) services of at least 5 yrs across any level of the organization.
- Service delivery management experience of at least 3 yrs in an Tech Services industry; Network background is a preferred
- Project management experience and solid experience in Services Delivery
- Experienced in managing teams in a complex organisation particularly matrix organization
- Solid experience in processes mgmt like ITIL
- Knowledgeable on the network concepts and delivery such as but not limited to LAN, WAN, Firewalls and other technologies administration and troubleshooting (VRRP, VSS, STP )

Secondary Technical abilities:
- Solid competences in Infrastructure solutions
- Has worked in an international environment
- Has implemented (or been part of) Cloud projects
- Knowledge in CMMI

BEHAVIOR ABILITIES:
- 5-7 years experience in infrastructure, with 3-5 years as Network Administrator
- Strong Knowledge of Cisco network products
- 3 years of experience in management
- Leadership & entrepreneurship
- Capacity to adapt with flexibility
- Convincing & influence
- Rigorous and organized
- Self-motivated, eager to learn and grow in the I.S. profession
- Team player must be able to work with people within and outside of the IT department
- Customer service oriented
- Excellent communication skills, verbal and written. English speaking mandatory
- Ability to analyze and synthesize situations
- Ability to Understand the business constraints
- Willing to do some traveling
- Dedication
- Ability to organize, to federate and coordinate

Technical Environment:
- Cisco products and technologies
- Cisco telephony
- Citrix netscaler NLB and ReverseProxy
- PaloAlto (and Panorama central mgmt) and Fortinet Firewalling
- Infoblox DNS
- Riverbed WAN optimization and Netflow Riverbed Cascade
- Monitoring Solarwinds
- Ticketing CMDB CA Service Desk Manager
- Technical expertise required - Minimum CCNA qualified, ideally CCNP
- 5-7 years experience in infrastructure, with 3-5 years as Network Administrator
- At least 3 years of experience in managing teams
- Administration and troubleshooting of LAN/WAN/WLAN networks
- Routing protocols configuration and troubleshooting (BGP, RIP, OSPF, EIGRP )
- LAN technologies administration and troubleshooting (VRRP, VSS, STP )
- QoS mechanisms
- Wifi controllers and access points administration
- Load Balancer (NetScaler)
- Security Administration with Firewalls (ideally experience with Palo Alto

Work in Philippines

Employment Options

Professional Experience

Skills

• Infrastructure
• ITIL
• VRRP
• VSS
• STP
• CMMI
• Cisco Network Products
• Citrix
• PaloAlto
• Infoblox DNS
• Riverbed WAN
• Solarwinds