Manager, Network Operations

Manager, Network Operations Server Engineering

Responsible for network infrastructure running reliably. Establishes practices for monitoring a network, along with performance metrics and service levels that meet the businesss needs. This position is responsible for the overall effectiveness and efficiency of the day-to-day operation of the network operations organization to ensure customer satisfaction. Establishes and documents processes and procedures to troubleshoot routine technical service and equipment troubles by analyzing, identifying and diagnosing faults and systems. Ensures that staff is kept aware of changes and are properly trained, defines service levels, service agreements and manages the development of the network operations personnel. Provides guidance to the IT support staff, configures and maintains routers, switches, and hubs for the production network, and monitors network performance; ensures capacity planning is performed and is proactive in assessing and making recommendations for improvement.

Duties and Responsibilities :

• Manage staff in the implementation and maintenance of the network architecture. Scope of responsibility includes ensuring all processes and procedures are followed, all equipment is monitored and managed per standards, and Network Operations Center staff have knowledge and materials to complete assigned tasks
• Assist in developing strategic plans, identifying key success factors, and setting priorities
• Adhere to all developed / contracted Service Level Agreements.
• Ensure the control, reliability, performance, and security of the network. Monitor system performance. Provide key metrics and trend analysis to management.
• Identify requirements and tools necessary to further increase monitoring effectiveness.
• Develop, document, implement and maintain processes and procedures for the day-to-day operations and the integration of new services.
• Establishes and maintains standard network practices and procedures.
• Research / assess available network technologies in relation to the enterprises current and future needs
• Compare costs, recommend / select specific products, and negotiate lease or purchase agreements as necessary
• Define, prioritize, schedule, and monitor multiple technical projects, developing and maintaining comprehensive project plans / schedules (and using same to provide senior management with accurate and complete status information)
• Coordinate the resolution of elevated Tier 1 help desk issues. Provide real-time 24 / 7 escalation, recovery, and restoration capabilities for any failure of service; notify the proper support teams; and coordinate recovery as needed.
• Manage ticket queue to ensure timely completion of support incidents.
• Provide leadership, guidance and mentoring to technical support employees. Assess performance, maximize productivity and promote teamwork. Act as mentor to technical staff and experienced management.
• Performs personnel administrative duties including reviewing and signing time records, preparing and conducting performance reviews as designated, recommend training of designated personnel and ensuring adherence to personnel policies and procedures.

Skills :

Education & Experience Requirements :

Experience : 8 years experience in networking, telecommunications, and security design, operations, implementation and troubleshooting. Proven experience in managing operations and maintenance of WLAN / LAN / MAN / WAN transmission technologies, IP and telephony protocols, and network management systems. 5 years or more of related experience managing technical teams responsible for the operation of mission-critical environments. 2+ years project management / supervisory experience required. 2+ years of experience in storage area networking preferred. Excellent technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), network file servers, applicable software, and troubleshooting techniques. Experience with the following software languages : Cisco CCNA or higher level of certification from other network manufacturers. Some programming experience to automate tools as needed. Solarwinds Orion, Zenoss, Splunk, Cisco real time monitoring tool, Cisco Prime Infrastructure.

Certifications :

Preferred Experience Requirements :

Education : Bachelors Degree

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation, or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations : The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination.