Manager of Network & Telecom Services

GENERAL DESCRIPTION:

The Manager, Network & Telecommunications Services plays a critical role in the design, implementation and support of High’s networking and telecommunications systems. Areas of responsibility include all voice and data network systems for High’s primary and secondary data centers and various strategic business units. This role sets the strategic direction of networking and telecommunications inclusive of people, process and technology. Additional responsibilities include managing key telecommunications and network services related to partner relationships and providing tier II-III support across High’s various businesses, on-premises data centers and cloud environments.

Within this scope of responsibilities, this position will be responsible for managing capital and expense budgets, hiring and developing talent, planning, designing and executing strategic initiatives and operating a highly effective operations function.

EXPERIENCE, SKILLS, TRAINING, AND/OR EDUCATION REQUIRED:

• Bachelor’s degree or equivalent combination of education and experience in Computer Science, Engineering, Networking, or a related field.
• CCNA, CCNP, CCIA, Network+, Microsoft Certified: Azure Network Engineer Associate, CISSP preferred but not required.
• 5+ years managing a networking and telecommunications team
• 10+ years of recent experience designing, implementing and operating networking and telecommunications related solutions (technology, infrastructure, tools, and services).
• Experience in or knowledge of some or all of the following technology areas:
  • LAN\WAN\VPN\Wireless\remote access technologies (Cisco, HP, Fortinet, Ruckus) and concepts
  • Routing, switching, DNS, DHCP, NAT
  • Secure network design (zones, DMZs, bastion hosts)
  • Security controls such as network segmentation, NAC, Firewall, IPS/IDS, MFA, IPS/IDS, eMail filters, proxies, RADIUS, EDR, managed detect & respond (MDR) providers, etc
  • Networking and security related to Office365, Microsoft365 (365 Services)
  • Active Directory (including Azure Active Directory (AAD)) operations, group policy and AAD SSO integrations
  • Connectivity infrastructures including LAN, WAN, WDM, MPLS, ISP and Broadband circuits
  • Telephone and video systems
  • Windows operating systems
  • Scripting languages
  • Network monitoring and IP Address management solutions
  • Migrating customers to new technologies or services (new operating systems, endpoint controls, cloud services, etc.
  • Working experience with, but not limited to, the following process areas: incident management, problem management, change management, patching, lifecycle planning, asset management, configuration management, systems monitoring.

OTHER SKILLS AND ABILITIES:

• Mentoring team members within and outside of direct team.
• Strong organizational and project planning skills.
• Working knowledge of technologies commonly utilized in manufacturing and hospitality.
• Outstanding verbal and written communication skills, with the ability to translate technical details into business language and relate technical concepts to a business impact.
• Skilled in organizing and motivating team members to produce high-quality, on-time results.
• Advanced problem-solving skills for networks, applications, and business processes with ability to identify root cause issues.
• Exhibits accountability and accepts responsibility and consequences for work performance and conduct.
• Sets priorities, overcomes obstacles and opposition, and uses organizational skills to get things done in a timely manner.
• Demonstrated ability to leverage existing resources to maximize technology investments.
• Demonstrated customer service orientation.
• Intellectual curiosity supported by strong listening and needs assessment skills; ability to identify root issues versus symptoms.

DIMENSIONS (SALES VOLUME, TOTAL EMPLOYEES REPORTING, PAYROLL, ETC.):
The manager operates as part of the dynamic infrastructure team under the Director Infrastructure & Cybersecurity. The manager has responsibility for High’s network & telecommunications team, network and telecommunications processes and relating technology across the 11 companies that constitute High.

REPORTING RELATIONSHIPS:
The Manager Network & Telecommunications Services is appointed by and reports to the Director Infrastructure & Cybersecurity. Directly responsible for 4-5 individual contributors.

ESSENTIAL JOB FUNCTIONS:

• Set a strategic vision for network and telecommunications and the long-term direction including the creation and maintenance of multi-year functional roadmaps.
• Lead planning and oversee execution of networking and telecommunications related initiatives to enable the business.
• In conjunction with the Director Infrastructure & Cybersecurity, ensure alignment with High’s strategic goals and the best possible use of IT resources.
• Challenge existing architectures, technology decisions, practices, and cost structures to drive optimized service levels, cost efficiency and service performance.
• Collaborate with the Client Computing, Systems, Cybersecurity, Enterprise Solutions, and Business Intelligence teams regarding Networking and Telecommunications related architectures and solutions.
• Lead / support /participate in the requirements gathering, design, implementation, and enhancement of networking and telecommunications related solutions to meet High’s business objectives.
• Identify opportunities to improve global standardization and organizational efficiencies.
• Ensure that the network evolves to meet High’s continued exploitation of cloud-based services, including MS365 and other SAAS implementations.
• Oversee networking and telecommunication operations including network monitoring and management related tools and measure effectiveness.
• Ensure that new projects and operations meet cybersecurity requirements to mitigate overall corporate risk.
• Oversee the proper and secure design, implementation and operations of firewalls, routers, network access control solutions (NAC), email filters, MS365 services, DNS, DHCP, RADIUS, proxy, network segmentation, routing, switching, remote access, other network-based solutions to ensure business applications can function properly.
• Design, implement and support connectivity infrastructures including LAN, WAN, WDM, MPLS, ISP and Broadband circuits.
• Design, implement and support all telephone and video connectivity including all voice circuits, PBX systems, VoIP and legacy telephones, room based and desktop video systems.
• Establish and maintain relationships with key strategic business partners. Manage and initiate service and hardware vendor relationships which include vendor selection, contract negotiations and contract enforcement.
• Define life-cycle management for networking and telecommunications related systems.
• Serve as a point of escalation for team members’ issues requiring a higher degree of expertise or direction to resolve and ensure timely resolution.
• Oversee various locations that house network equipment from a physical and environmental perspective.
• Build/support a cohesive team and manage, develop and lead the organization’s networking and telecommunications staff that support IT capabilities, including talent and performance management.
• Regularly evaluate industry trends, changes, innovations, and maturity to recommend and plan the introduction of new technologies. Stay abreast of technological developments to provide business partners with best-in-class economics for necessary infrastructure.
• Budget, track and allocate networking and telecommunications costs to align with strategic objectives and improve cost transparency for business stakeholders.
• Develop, implement, and maintain best-practice standards, policies, procedures, and associated training plans to ensure optimal daily operations are maintained.
• Provide 24x7x365 response and support after hours for critical IT incidents when designated on-call.
• Periodically work off hours (nights and weekends) to complete planned operations or project work.