Network Operations Engineer – Lead

Job Description

<strong>Overview</strong><p><br></p><strong> Position </strong><p><br></p>Network Operations Lead<p><br></p><strong> Job Code </strong><p><br></p><strong> Reports to </strong><p><br></p><strong> Director, Service Delivery and Operations </strong><p><br></p><strong> Direct Reports </strong><p><br></p><strong> Division/Section </strong><p><br></p>Shared Services<p><br></p><strong> Department </strong><p><br></p><strong> Corporate IT </strong><p><br></p><strong> Sector </strong><p><br></p>Shared Services<p><br></p><strong> Job Family </strong><p><br></p><strong> Managerial </strong><p><br></p><strong> Role Purpose </strong><p><br></p>The Network Operations Lead is responsible for the daily operations and support of NEOM IT network elements across all locations.<p><br></p>The role is responsible to deliver IT network services, maintaining operational stability achieving required service levels (availability, capacity, security, etc.) supporting the delivery of IT projects and supporting customer problems and other change initiatives to improve user experience of all IT network services<p><br></p><strong>Key Accountabilities &amp; Activities</strong><p><br></p><ul><li> Lead and coordinate the IT network operations team, defining individual objectives, carrying out regular performance reviews and coach and mentor the staff </li><li> 24/7 network monitoring, incident escalation and resolution </li><li> Provide 2 nd level support to customer network incidents </li><li> Maintain IT network assets (including spares, HW and SW) and correspondent support lifecycle </li><li> Manage suppliers and managed service providers, including but not limited to maintenance and support contracts, services, and SLA’s </li><li> Carry out IT network preventive maintenance </li><li> Support the implementation of network projects in line with schedules and budget </li><li> Effective management of all service management capabilities including but not limited to incident, transition to live, problem, event, customer complaints </li><li> Development of regular reporting for both operational and strategic initiatives. </li><li> Initiate and coordinate any required IT network service improvement plans </li><li> Promote a high-performance working environment embracing NEOM’s value </li></ul><p><br></p><strong>Background, Skills &amp; Qualifications</strong><p><br></p><strong> Knowledge, Skills and Experience </strong><p><br></p><ul><li> Relevant experience managing IT network operations based on ITIL methodologies and practices including developing and managing to SLA’s. </li><li> Minimum of 2+ years’ experience leading teams and managing projects </li><li> Experience with IT network technologies and protocols (Ideally CCxP level certification) such as but not limited to TCP/IP, MPLS, OSPF, ISIS, BGP, Spanning Tree, SDN, ACI </li><li> Strong focus on operational excellence whilst effectively managing customer experience and relationship utilizing structured ITIL methodologies. </li><li> Excellent oral and written communication skills, as well as stakeholder management skills </li><li> Ability to coach, mentor and manage staff and to achieve business outcomes. </li><li> Experience managing geographically diverse teams. </li><li> Demonstrated experience in managing stakeholders at all levels of the organization. </li><li> Excellent organization skills </li></ul><p><br></p><strong>Qualifications</strong><p><br></p><ul><li> Tertiary degree qualification in Computer Engineering, Telecommunications Engineering, Computer Science, or an IT related discipline </li><li> IT Infrastructure Library (ITIL) certification (preferred) </li></ul><p><br></p><strong> COMMUNICATION – MAIN STAKEHOLDERS </strong><p><br></p><strong> Internal </strong><p><br></p><strong> External </strong><p><br></p>Shared Services Leadership and teams<p><br></p>NEOM Sector Leadership and teams<p><br></p>Vendors and Suppliers<p><br></p>Service Providers<p><br></p>Other NEOM businesses