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Network Operations Manager

3 hours ago

Si Racha, Chon Buri, Thailand Data Zone Co., Ltd. Full time

Essential Duties and Responsibilities:

  • To manage the Network, Service Desk (NOC), and the 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, 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 installations, troubleshooting, testing of physical circuits, and internal networking data equipment installations
  • 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 the 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:

  • Other duties as assigned

Required Job 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.
  • 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 in 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.

Computer Equipment and Software:

  • 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.)

Education and Experience:

Certification:

  • Cyber Security Certification
  • System and Network Certification
  • Cloud Computing Certification
  • ITIL Certification
  • Project Management Training / Certification
  • Leadership Training / Certification

Education:

  • Bachelor Degree in ICT or Technology discipline recommended or equivalent experience in a related field

Experience:

  • 5+ years in a supervisory role or related management experience in a Data Center, Service Center or Operations Environment. Must have a background within the Information Technology field or related educational background. Previous experience in IT Managed Service environment would be preferable

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities including close and distance vision, and the ability to adjust focus working with computer and business equipment.

If your position requires you to work in the field and/or warehouse, it is mandatory that you wear approved Personal Protective Equipment.