Manager, Network Operations Services
Dorchester, MA

Job Description

Manager, Network Operations Services-1900952

Description

As Manager, Network Operations Services, you will be a key member of a network team whose responsibilities will include the design, implementation, and support of network infrastructure technologies to support all aspects of the Santander Bank of North America business. This will be a hands-on position requiring expertise and technical thought leadership while collaborating with project managers, engineers, SMEs, operations teams, customers, and management to execute on strategic and tactical goals. The core objective of the Network Operations Services team, of which you will be a part, is to support the delivery of broader global technology services by aligning customer and business requirements with fit-for-purpose solutions that work reliably, scale, are administratively efficient, and support global transparency and fulfillment-automation objectives.

* A devise plans and drives execution of each phase of the program objectives and innovation projects.
* Performs quality control checks, ensuring the effectiveness and reliability of the network systems, tools, and products.
* Works alongside the program manager and other data center management to determine the technical goals of the program and works with program stakeholders to refine those goals into executable objectives
* Evaluates the engineering costs to identify efficiencies and improved ways of delivering service to the customer
* Negotiates with stakeholders (Vendors, Customer, etc.) to generate ideas and clarify specifications
* Delegate tasks as necessary to the engineering team and maintains accountability for results
* Builds strong professional working relationships with stakeholders to resolve disputes, define technical solutions, and drive positive change within the program
* The ideal candidate may have multiple people supporting them but will be required to work with external stakeholders to achieve program objectives. This would include the issues, risks, dependencies, and making sure action plans are documented and executed accordingly
* Be responsible for working with the customer and external stakeholders (industry leaders, vendors, etc.) to accomplish program goals in which we are dependent on them completing tasks
* Hands-on management and management responsibility for LAN / WAN infrastructure, including layer 2/3 switches and routers, load balancers, proxies, and related tools and processes - managing a team of direct reports (network engineers / senior network engineers)
* Support the implementation of contemporary IP network-based communications, collaboration, virtualization, and mobile systems
* DMVPN overlay network, SD-WAN
* Modern understanding of router protocols and topologies
* Participate in 24x7 On-Call Network Support rotation in an escalation capacity
* Network performance and fault tolerance diagnosis/troubleshooting for all network devices (routers, firewalls, switches, load balancers, wan accelerators, circuits, protocols)
* Perform and schedule preventative maintenance and periodic high availability testing on all network equipment and disaster recovery failover testing
* Network patch management and compliance
* Plan and perform hardware and software upgrades and deployments (firewall, router, switches, IDS, load balancers, wan accelerators)
* Schedule and implement configuration changes to the network, following the approval and change management process
* Update, audit and maintain network diagrams and processes, support contracts, and SLA agreements
* Monitor and test network performance and provide performance statistics and reports
* Build and maintain network monitoring systems, threshold settings and alerting, and track all findings in the ticketing system
* Perform detailed, post-event analysis of unusual or suspicious network incidents, and direct needed procedure or process changes in response
* Maintain a regular backup of network devices, and perform recovery operations as needed
* Identify new technologies and alternative systems to enhance security, reliability or customer experience
* Serve as a Tier 3 escalation point for Operations and Business teams, providing outstanding customer service and supporting operations teams on Problems and Incident resolution
* Write and contribute to project plans, author engineering level documentation, and develop detailed test plans
* Communicate clearly and effectively with our business customers, suppliers, and partners

Qualifications

* Requires a BA/BS or equivalent experience and 9-12 years of prior relevant experience; Masters degree or equivalent work experience.


* 4-7 years of experience supervising or leading teams or projects


* Demonstrated Network management architecture and leadership skills - Network Management experience with technical management experience


* Network certifications such as CCIE is a plus


* Experience supporting an environment in a network management capacity with more than 40K users


* Experience with Network activities and tasks - include but are not limited to Network operations, measurements analysis to prevent outages and ensure compliance with negotiated and established service level agreements, Change management for controlled and pre-coordinated changes, and Platforms


* Experience with SDN technologies and processes


* Experience managing business and technology risk mitigation methodology


* Experience supporting incident management, problem management, and integrating new technologies into these processes


* Experience working with auditors and/or regulatory bodies such as FEDS and OCC


* Practical knowledge of KPI, KRI measurement


* Practical understanding of and experience with enterprise architecture concepts


* Able to present and communicate technical concepts in a clear and concise manner


* Working knowledge of System Network Monitoring tools such as Solarwinds, CA for management of high availability networks


* An ability to learn new technologies and adopt new tools


* Bilingual (Spanish) preferred


* Minimal travel may be required

Core Competencies:


* Strong customer service focus, coupled with a proven ability to positively interact with customers of all levels within the organization


* Ability to meet deadlines in a fast-paced environment


* Strong analytical and problem-solving skills, supported by excellent written and oral communication


* Exhibit a strong work ethic and technical leadership



PHYSICAL DEMANDS:

Minimal physical effort such as sitting, standing, and walking

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Job:Architecture

Primary Location:Massachusetts-Dorchester-2 Morrissey Boulevard - 06367 - Columbia Park

Organization:Technology (5900)

Schedule:Full-time

Job Posting:Apr 9, 2019, 7:42:44 PM

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO