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Company is looking for a Network Operations Manager to build and lead a team of highly skilled Wireless Network Engineers and Wireless Network Development Engineers. This team is the escalation point of contact for all critical wireless issues in Company Fulfillment Centers and Company Logistics sites globally. The team is responsible for providing Tier 3 support and end-to-end problem management for the Company wireless network infrastructure and other specialized technical services as well as automation and tools to help the team scale. The support provided by this team will have global reach and support tens of thousands of Company Associates. At Company, we ask our technical managers to be strong engineers who can dive deep and get involved in addition to being strong managers.
Must have a high degree of organization and be very detail-oriented. Must be able to interact with and influence people at all levels and have excellent public speaking skills. Must have the ability to contribute to and support long-term visions and direction regarding Networking at Company. Experience in building and managing a team of strong technical people and prior ownership of the operation of a mission-critical team is crucial to success. The successful candidate will have a proven track record of success in delivering complex projects, including coordinating and driving issues to resolution autonomously utilizing excellent project management skills.
As a manager you will be expected to drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects. You will work closely on supporting our internal customers and ensuring that their needs and issues are being addressed.
You will be expected to drive quality into the metrics we report to assist us in focusing on the areas that give us the best ROI. This includes measurement of our resolution rates, project plans, and response times.
Performance Management/Team Health
You will own all facets of performance and career management for the team. Regular one-on-one meetings with all team members are required. You will be expected to provide both technical and ‘soft skill’ mentoring in order to maintain a well-rounded, world-class organization. This includes project management, quality audits, and coordination of training sessions with senior-level engineers as well as day-to-day oversight of the team including scheduling.
You will be integral to developing and improving incident and change management within the Networking space. Responsibilities include driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the Company platform and customer base.
Recruiting and Hiring
You will take the lead in hiring quality personnel who not only fit the needs of the current organization but also will allow the team to scale with platform and service growth. You will coordinate with Company and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during on-site interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.
This is an amazing opportunity in terms of responsibility, interesting challenges and high visibility. We truly are looking for the highest quality candidates, so you should expect a rigorous interview process.
Company is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation
A Bachelor’s degree from an accredited university.
5+ years supporting enterprise level network infrastructure.
5+ years managing networking support teams or engineering teams.
7+ years managing technical teams.
Experience driving and presenting root cause analysis and error correction from operational events to senior management.
Experience representing your team/technical area to customers, peers, and senior leadership.
Experience as Escalation Engineer or with problem management.
Former role as a network engineer.
Demonstrated ability to automate basic tasks in Perl, Python, Ruby or Java.
CCNA/CCNP/JNCIA/JNCIS wireless certifications a plus.
Excellent interpersonal skills; ability to work successfully with teams across the organization, including Engineering, Program Management, Operations, and Senior Leadership.
Experience in contributing to the definition and implementation of automation opportunities within an operational network environment.
Ability to work well under pressure with minimal supervision, and keep up with a fast moving environment via effective prioritization and time management.
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