Service Line Manager

1 semana atrás

Curitiba, Brasil Decision Group Tempo inteiro

**Código**:8571**Título da vaga**:Service Line Manager / Group Operations Manager**Local**:Curitiba, PR**Nível Profissional**:Gerente**Nível Acadêmico**:Ensino Superior Completo**Áreas de Atuação Profissional**:TI - Projetos**Descrição**:Qualifications:- 10+ years of Network experience with at least 5+ years hands on experience handling Network devices.- Experience in working as part of a global support (follow the sun) model- Cisco CCIE and other industry standard networking certifications- Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services.- Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN, GRE and Load balancing- Extensive hands-on experience with:- Cisco Firepower, ASA product families- Cisco ASR/ISR- Cisco ISE o VPN, GRE technologies and firewall policies- F5 Load balancers- Cisco SD-WAN**Responsibilities**:- Build and manage the offshore teams and direct all related People/ Process and Technology competencies.- Formalize internal process to ramp-up expertise of resources- Work with SDM on day-to-day operations.- Manage client relationship at multiple levels of customer organization- Manage service levels and go beyond contracted SLA and deliver value add- Vendor management, People Management, and engagement (Attrition control)- Collaborate with Account management teams to qualify Business expansion opportunities.- Handling client escalations and responsible for handling Risk, Incident, problem, change management, SIP, CIP etc.- Responsible for new process creation, implementation, and Technical oversight of Network operations.- Oversee Problem management and drive discussions around Network stability, performance, and architecture- Drive Service Improvements with special focus on Automation, Problem management and Tool adoption.- Collaborate with client on Network Technology roadmap.- Coach and Mentor L3 / L2 teams to enable them to upscale and adapt to the client’s critical business needs from a network operations perspective.- Bring in industry best practices to improve Network operations.**Habilidades**:Technology Knowledge:- Router - Cisco (BGP, EIGRP, MPLS, WAN)- Switch - Cisco- WLAN - Cisco- Firepower/ASA- Cisco (VPN, GRE, MPLS, WAN)- Cisco ISE - Cisco Meraki- Load Balancer - F5- SD-WAN experience a plusSoft Skills:- Excellent verbal and written communication skills (English)- Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties- Excellent customer handling skills- Ability to handle high pressure situations- Can drive HCL’s value and its methodologyCertifications:- ITIL 4 - I.T. Service Management- CCIE, CCNP, CCSP, CISM, Industry leading technology- OEM specific trainings and certifications

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