Description
The Enterprise Network/Security Operations Manager is responsible for ensuring the efficient and secure 7x24x365 operation of HDS global LAN/WAN and Wireless network environments where uptime is critical and requires immediate response to service impacting issues. Manages the support staff responsible for configuring, supporting, maintaining, documenting, and optimizing all new and existing network hardware, software, and communication links.
This position will work closely with IT Security and Compliance in managing risks and the appropriate solutions to mitigate, reduce, or remove identified risks. The operations and maintenance of all security technologies centric to networks, perimeters, and gateway security solutions. These areas include but are not limited to, firewalls, site to site VPNs, client remote access VPNs, and proxies, network based intrusion detection/prevention systems, and network access control systems.
The position requires the daily guidance/supervision of the Enterprise Network Operations (ENO) and Enterprise Security Operations (ESO) teams and a relentless focus on continuous improvement through coaching and mentoring. The Enterprise Network/Security Operations Manager will be the line manager to a team of 8 to 15 technical support staff chartered with handling break/fix incidents in the HDS network/security infrastructure globally. This individual must effectively manage all ticket queues and ensure all incidents are handled with appropriate prioritization and are driven to resolution as quickly as possible.
Responsibilities:
Strategy & Planning
· Design and implement short- and long-term strategic plans to ensure network capacity meets existing and future requirements
· Develop and deploy methodologies for testing network performance and providing network performance statistics and reports
· Establish best practices and policies for configuring, maintaining, and troubleshooting network hardware, software, and communication links
· Practice network asset management, including maintenance of network component inventory and related documentation
Personnel Management
· Managing the day-to-day operation of the 24x7x365 Network/Security support team
· Manage personnel administration duties, including reviews, salary and disciplinary actions
· Motivate team to work together in the most efficient and cohesive manner, mitigating team conflict and communication problems
· Coach, mentor, and develop staff, including overseeing new employee on boarding and providing career development planning and opportunities
· Facilitate regular team meetings effectively
Operational Management
· Manage and ensure optimal operation of all network hardware and equipment, including routers, switches, UPSs, etc.
· Manage and ensure effectiveness of security solutions, including firewalls, proxy servers, Intrusion detection/prevention systems, etc.
· Approve and administer user accounts, permissions, and access rights
· Coordinate activities that minimize breaks in service and outages
· Prepare and maintain required documentation including logs, reports and records
· Manage and maintain proactive monitoring tools of all network systems to detect and resolve problems to ensure uninterrupted operation
· Development of KPI reports on network performance reported on a weekly basis
Support Management
· Identify, diagnose, and resolve complex technology issues efficiently
· Work closely with the Network Engineering team to escalate issues for triage and resolution
· Maintain communication and status of incidents with other functional teams
· Full ownership of all ENO/ESO support engagements including but not limited to:
· Support Requests
o All incidents opened as part of event management/infrastructure monitoring
o All incidents opened in response to phone calls into the HDS Helpdesk
o All WAN circuits incidents
o All infrastructure/hardware degradation or failure
o All technology performance issues reported by users such as latency, intermittent connectivity, lack of connectivity, file transfer failure, etc.
· Support Execution
o Ensure direct management engagement on all Severity-1 and Severity-2 incidents from incident creation through resolution and closure
o Maintain full awareness of ENO/ESO Support engagements during shift
o Ensure all staff follow appropriate troubleshooting methodologies on all incidents.
o Ensure compliance with HDS standard procedures and best practices to maximize effectiveness of all ENO/ESO support engagements
· Support Process
o Ensure the team has broad capabilities to provide proper Tier 1 and Tier 2 technical support for all ENO/ESO managed technologies
o Ensure management review of all tickets escalated to ENO/ESO Tier 3 and that 'lessons learned' from these tickets are effectively communicated back to the team
o Ensure awareness amongst all staff members of hot issues, ENO/ESO support caveats, etc.
o Provide review/approval for all network change requests (CR's) raised by ENO/ESO technical support staff, ensure all staff are aware of and compliant with change management policies
o Act as a final control point for all changes (CR's) scheduled for implementation during the shift. This includes reviewing the scheduling of the change, the risk posed, the implementation and back out plan, etc.
· Support Quality
o Ensure rapid resolution or proper escalation of all incidents
o Participate in daily ticket review with ENO/ESO and daily HelpDesk reporting
o Ensure tickets are being worked with an appropriate level of prioritization based on criticality, severity, urgency, etc.
o Manage the post-mortem process to identify trends/chronic issues
· Bachelor's degree in business administration, engineering, information systems or related field preferred or equivalent combination of education and experience
· Minimum of 5 years of experience working in a network operations group environment, with at least a 2 years in a lead or supervisory role
· Minimum of 7 years in the Network and Security Technology fields with specific experience in delivering and supporting LAN/WAN Wireless LAN and Data Center/Cloud networking solutions
· In depth knowledge of TCP/IP, Routing, Switching, VPN, Load Balancing and Firewalls as well as security best practices
· Experience with Cisco routers, switches, firewalls, Riverbed WAN Optimization, Enterprise Network Management/Monitoring (SolarWinds Orion, HPOV, etc.), VoIP, IP Multicasting, IPV6, DNS, DHCP, Active Directory, 802.1x Network Authentication, IDS/IPS, Wireless (WLC's, WCS), Cisco VPN, Blue Coat Proxy Servers, Wireshark Packet Analysis, and PKI
· Technical writing and analytical experience in debugging and diagnosing network issues and reporting on prognosis and or break/fix specifics
· Highly effective leadership skills. Able to enhance individual and team performance through direct one to one training and coaching to yield continuous improvement
· Able to communication directly with senior leadership under high pressure situations
· Able to handle stressful situations and think under pressure
· Excellent written and verbal communication skills
Certifications:
Desirable Cisco certifications for this position include the following:
Cisco Certified Internetwork Expert (CCIE)
Cisco Certified Design Professional (CCDP)
Cisco Certified Internetwork Professional (CCIP)
Prefer local candidates
