I. BASIC PURPOSE / JOB BRIEF:

The Manager – Network Operations & Services is responsible for leading and managing the organization’s enterprise network infrastructure operations and ensuring the availability, reliability, security, and performance of all network services supporting business operations.

The role oversees day-to-day network operations covering enterprise LAN, WAN, Wireless, Internet, Data Center, Cloud Connectivity, and Remote Access services while ensuring operational excellence through continuous service improvement, incident management, infrastructure modernization, network security compliance, and automation initiatives.

The position is accountable for driving operational maturity, managing network support teams, overseeing vendor and service provider performance, and implementing strategic technology improvements that enhance service availability, resiliency, scalability, and operational efficiency.

II. MAJOR RESPONSIBILITIES AND DUTIES:

1. Network Operations Management

• Manage daily enterprise network operations ensuring stable and uninterrupted network services across all business locations.
• Oversee network infrastructure supporting LAN, WAN, Wireless, Internet Connectivity, VPN, Cloud Network Connectivity, and Data Center network environments.
• Ensure network availability, reliability, capacity management, and optimal performance of critical infrastructure services.
• Establish operational standards and procedures for infrastructure management and service delivery.

2. Service Delivery Management

• Ensure delivery of network services in accordance with defined service levels and operational standards.
• Monitor service performance and implement continuous service improvement initiatives.
• Develop operational performance reporting, service dashboards, and key service metrics.
• Maintain service quality and improve overall end-user network experience.

3. Incident, Problem and Change Management

• Lead major incident management activities involving critical network outages and service disruptions.
• Manage incident escalation processes and ensure timely service restoration.
• Drive root cause analysis activities for recurring operational issues and implement permanent corrective actions.
• Oversee infrastructure change management activities ensuring minimal service interruption and operational risk mitigation.

4. Infrastructure Modernization and Technology Lifecycle Management

• Evaluate existing network technologies and identify opportunities for technology modernization and infrastructure improvement.
• Develop network technology refresh roadmap for replacing aging or legacy infrastructure.
• Recommend implementation of newer network technologies that improve scalability, security, resilience, and operational efficiency.
• Manage hardware lifecycle planning, software upgrades, infrastructure refresh, and technology adoption initiatives.

OTHER RESPONSIBILITIES:

5. Monitoring, Automation and Operational Maturity

• Improve infrastructure monitoring and observability capabilities across enterprise network environments.
• Identify opportunities for operational automation to reduce manual intervention and improve operational efficiency.
• Lead automation initiatives using infrastructure automation and orchestration technologies.
• Drive operational maturity improvements through process standardization and continuous optimization.

6. Security and Compliance Support

• Ensure network infrastructure adheres to enterprise security standards and security architecture requirements.
• Support implementation of network segmentation, secure remote access, identity-based access controls, and network access control solutions.
• Partner with cybersecurity teams to ensure infrastructure security compliance and audit readiness.
• Ensure operational compliance with internal policies, governance standards, and regulatory requirements.

7. Vendor and Service Provider Management

• Manage relationships with network vendors, service providers, telecommunications partners, and third-party support organizations.
• Monitor vendor service performance against contractual obligations and service agreements.
• Participate in technical evaluations, procurement support, contract renewals, and vendor negotiations.
• Manage third-party escalations involving critical service-impacting incidents.

8. Leadership and Team Management

• Lead and develop network engineering and network operations teams to ensure high operational performance.
• Define team roles, responsibilities, performance expectations, and development plans.
• Provide coaching, mentoring, and technical leadership to infrastructure operations teams.
• Build a culture of accountability, operational discipline, teamwork, and continuous improvement.

III. JOB SPECIFICATIONS:

Educational Requirement:

• Bachelor’s Degree in Computer Science, Information Technology, Computer Engineering, Electronics and Communications Engineering, or related technical discipline.
• Professional certifications in networking, infrastructure management, cloud technologies, or IT service management are preferred.

Experience Requirement:

• Minimum 8 years of experience in enterprise network infrastructure operations.
• Minimum 4 years of leadership or people management experience in infrastructure or network operations environment.
• Experience managing large-scale enterprise network environments supporting mission-critical business operations.
• Experience managing vendor relationships, service providers, and outsourced infrastructure support services.
• Strong background in enterprise network architecture, operational support, and infrastructure modernization initiatives.

Skills and Attributes:

Leadership Skills:

• Strong people management and team leadership capability.
• Ability to lead operational teams in high-pressure and business-critical environments.
• Strong decision-making and problem-solving capability.
• Effective stakeholder management and executive communication skills.
• Strong project management and service delivery leadership capability.
• Ability to drive operational transformation and continuous improvement initiatives.

Technical Skills:

• Strong knowledge of enterprise routing and switching technologies.
• Experience managing wireless infrastructure and enterprise network architecture.
• Knowledge of SD-WAN, VPN, Internet, WAN optimization, and cloud networking technologies.
• Experience in network security technologies including firewalls, segmentation, NAC, and secure remote access.
• Strong understanding of infrastructure monitoring, observability, and performance management platforms.
• Experience with network automation tools, scripting, orchestration, and infrastructure automation technologies.
• Strong knowledge of incident management, problem management, change management, and service management frameworks.
• A strong teamwork attitude with initiative and motivational skills accompanied with prior experience in a support service role is required.

Other Qualifications:

• Proficient in both spoken and written English.
• Able to learn new product updates and technologies.
• Strong analytical thinking and troubleshooting capability.
• Ability to manage multiple priorities in a fast-paced enterprise environment.
• Strong customer service orientation and business partnership mindset.