Network Operations Manager

Job title: Regional Service Delivery Manager (RSDM- Network Data) Location: 2800 S Ashland Ave Chicago, IL- 60608, 1621 INDUSTRIAL DR, Carlisle, PA 17013, PLEASANT HILL RD- Scarborough, ME- 04074-9309, Salisbury, NC Type: Fulltime Job Description – Regional Service Delivery Manager (RSDM- Network Data) Location: USA Mandatory Certification –CCNP Preferred – CCIE 14+ Years of experience along with 3+ years in Network Operations & Service Delivery. Customer Relationship Management Primary Skill- Routing Switching Excellent Communication and Presentation Skills The position of a RSDM is responsible for the ongoing network operations management. The ideal candidate would have In-depth experience in Network Operations Services Delivery, Managing Stakeholder – Customer Relationship, Customer Communication and Escalation Management. Hands on experience and technical orientation in networking technologies, such as routing, switching, wireless networking, managing heterogeneous and complex environment will be an advantage. Skill Set Requirements Bachelor’s degree or equivalent experience. Strong Leadership skills. Strong Communications & Presentation Skills (Verbal and Written) Enterprise Client Experience. Financial Business acumen. Ability to foster relationships and present to C-Levels within the Client Organization. Advanced skills in Microsoft Office product suite (PowerPoint, Excel & Word). Familiarity with Customer Premise Equipment (CPE) and network elements. Experience in Service Management related to Network, Managed Services, CPE, Security, Applications, Hosted / DCS Services, IT Services, Unified Communications. Monitoring Tools Ability to manage and negotiate with required internal and external organizations. Key Responsibilities include: The Regional Service Delivery Manager will manage and oversee Network Operations for customer - assigned sector. This position is responsible for Operations and Delivery commitments and Resources to ensure profitability for HCL is achieved, customer satisfaction is met, and global corporate policies are adhered to. Regular and Proactive customer communications to ensure all customer concerns are addressed readily. Own and Drive governance framework committed under service levels agreement and contracts. Maintain and publish status reports for Incidents, Service Requests and Estimation/Solutions. Ensure all reports are developed and distributed as required by the contract. Serve as the senior-level escalation point for network operations to resolve critical incidents Maintains policy and procedures manual, conducts monthly service review meetings with key stakeholders. Provides leadership, management, direction, and technical oversight for the network operations department Provide operational support to resolve critical business issues that require deep network troubleshooting techniques and performance analysis Communicate with peers and managers regarding system issues & participate in 24x7 on-call. Experience of working in a multi-cultural, virtual team, across multiple geographical regions