Manager Network

Responsible for the management of EYE network infrastructure and services (LAN, WAN, campus, voice, video, Wi-Fi, Internet) configuration management, availability management, performance management, capacity management, provisioning management, de-provisioning management, upgrades, maintenance, support, consumption management, change management, asset management, compliance management, integration management, incident resolution, documentation and reporting on all KPIs, SLAs and OLAs.

Accountabilities

•  Ensures that the infrastructure technology lifecycle management is aligned to the changes planned by the organization  and service providers. Maintains a deep operational understanding of the technology used and new developments. Ensures operability and interoperability across people, process and technology within Service Management and IT Operations landscape based on the infrastructure technology changes.
• Maintain and improve service quality, ensure that IT services meet or exceed service levels requirements through continuous review of service performance.
• Manage service level agreements, KPIs and OLAs with customers and external service providers. Managing Service Providers -Oversees work, vigilantly assesses quality and value of services provided to Etihad.
•  Ensure IT policies, procedures and Industry standards are followed within the IT Operations landscape.
• Ensure consumption is validated and aligned to contracted approved consumption.
• Work with key stakeholders from the business and Digital Technology and Innovation to manage and report on services.
•  Ensure that suppliers meet their obligations, and to rectify poor performance through monitoring of service & system performance, initiating actions to eradicate poor performance
• Ensure the investigation, diagnosis, and resolution of network & communication problems & requests are dealt with according to set standards and procedures and that suppliers meet their obligations
•  Ensure the quality of network services that they meet or exceed service requirements & service-user satisfaction against agreed service levels
• Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of Service or Operational Level Agreements. Gathers and records service level information. Produces statistics for use in measuring key performance indicators (KPIs)
• Assist with investigations of network problems, makes proposals for improvement, and implements them when appropriate. Participates in reviews of systems performance, provides advice, and assists specialists or other system or service providers to plan details of amendments and upgrades to systems
•  Reviews records to ensure that problems are managed in accordance with agreed standards and procedures. Ensures adherence to escalation procedures. Responds to escalations in a timely fashion
• Accountable for the proactive identification of IT Operations related risks, issues, and dependencies, acting where necessary to ensure swift resolution.
•  Own relationship with business stakeholders, value streams and other DTI functions, act to address impediments, service-related challenges, help manage risk, and drive relentless improvement
• Assists in forecasting, planning, and monitoring of utilisation and capacity for current and proposed systems, including changes, by performing defined tasks
• Participate in the Change Advisory Board to review the impact of proposed business and infrastructure changes on the capacity, availability, and service continuity plans
• Preparation of budgets and financial reporting as required and present to IT Operations Managers for inclusion within the overall IT Services budget. Ensure all costing and expenditure are tracked and monitored during the financial year
• Network infrastructure is proactively managed so wherever possible problems are trapped before they occur, and mitigating actions are taken to prevent them occurring
• Activities and changes relating to all voice and data network operations are managed and coordinated ensuring the continuity and integrity of service is not compromised in any way
• Networks are fit for purpose and capable of providing the agreed level of service so that networks deliver the performance that matches SLAs for services
• Service reliability and resiliency is built into all network designs ensuring that where commercially viable, all network services have the appropriate level of resilience in the event of a failure, and that any resilience is tested on a regular basis ensuring that plans remain accurate, current, and documented
• Manage continuous service improvements covering Networks and Voice Systems and Third Party Hosted Infrastructure to ensure the infrastructure is current and supportable
• Provide accurate and timely reporting, documentation and dashboard updates to IT senior management and the business

Education & Experience

•  7-10yrs+ of work experience in a similar role providing network infrastructure support and managing network infrastructure.
• Previous experience with Cisco switches and routers preferred
• MCSE certification a plus
• CISSP, CCNA, or CCNP certification a plus
• Strong understanding of computer network infrastructure.
• Ability to implement, administer, and troubleshoot network infrastructure devices.
• Knowledge of application transport and network infrastructure protocols.
• Ability to quickly learn technologies and products using documentation and internet resources.
• Ability to work with all levels of IT staff inside and outside the organization.
• Ability to think through problems and visualize solutions.
• Good analytical and problem-solving skills.
• Experience with local area network and wide area network administration.
• Strong knowledge of ITSM tools, reporting and ITIL processes
• Strong written and oral communication skills including the ability to interact directly with business representatives that do not necessarily have an IT background, to explain complex technical solution and problems in a way that can be easily understood.
• Proven working knowledge and experience and background of networking technologies and architectures
• ITSM processes & tools
• Project Management