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Network Support Centre Manager (IT IS Shared Services Delivery Department) |
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MAIN RESPONSIBILTY:
-Global – Direct hands-on management of a team of technical network support specialists in a global delivery organization comprised of 3 service delivery centres.
- Work with managers of the other centres to develop and refine processes and track delivery metrics for continuous improvement of services.
TASKS:
-Staff and develop technical support team in centre.
-Develop and refine processes & procedures in support of multiple projects and customers.
-Respond to customer escalations.
-Measure and manage performance of centre against contracted SLA’s.
-Drive consistency of delivery between centres.
-Provide support to sales and project teams through presentations on global delivery capabilities of team.
REQUIREMENTS:
Education:
Advanced degree in Information Technology or similar related field (with significant level of direct experience in operations centre & management in lieu of formal degree)
Technical Skills & Specialisation:
-Must have a deep understanding of TCP/IP networking principles as applied to LAN/WAN technologies, carrier transport technologies and trouble ticketing systems.
-Experience in supporting data center operations (servers, databases and storage).
-10+ years in supervising or managing network or data centre operations businesses, preferably in a service provider environment.
-Involved in interacting with local and international carriers as well as equipment & service vendors.
Soft Skills :
-Ability to directly manage and staff and act as mentor (will lead a team of approx. 5 engineers)
-Detailed understanding of processes related to the delivery of incident, change and problem management in an operations centre environment.
- Must possess superior customer skills to interact with all levels of customers and internal delivery teams.
-Ability to remain calm and professional under pressure.
Lanuage skills:
-Fluent English language knowledge is a must.
-Also required to be fluent in French or German
Travel expectations:
-1-3 weeks at a time (twice a year to US and India)
-Some local travel of shorter duration within Europe is also possible.
ADVANTAGE:
-ITIL certification
-Cisco certification (CCNA, CCIP)
Start: ASAP
Salary: Competitive
Location: Budapest (Pest)
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