Americas Network Operations Manager

Johnson & Johnson is currently recruiting an Americas Network Operations Manager to support the Consumer Health Business. The position will be located in the Americas.
The Johnson & Johnson Consumer Health Organization, the world’s most comprehensive manufacturer of health care products, has been on an accelerated journey of digital transformation. By leveraging the power of digital technologies and data, we aim to improve the lives of our patients, consumers, & employees and uniquely serve unmet needs.
This role is responsible for overall delivery of data network, voice and contact center operations across all businesses within the region. This role is responsible for day-to-day oversight and technical vendor management of Managed Service Providers and key vendors within the region. Additionally, this role will oversee and run key ITIL process with high attention to Incident Management, Problem Management, Change Management, Asset Management, SLA Management, Capacity Management, Release Management, Escalation Management, and Vulnerability Management.
This role is a technical role that has experience in all major network technologies such as switching / routing, WAN, WLAN, IPT, Firewalls, load balancers, Cloud exchange/CoLo, cloud-based network services, and SDN.
A key aspect to the role is Continuous Improvement achieved through Problem Management, High Availability engineering, identifying and mitigation of single points of failure, process improvements, automation opportunities, and other areas that increase the availability and resiliency of the network.
This role is responsible for developing and maintaining strong business partner relationships and soliciting and responding to feedback regarding network performance. This role will participate in discussions, pilots, experiments, design considerations, and data analysis with engineering and deployment teams to ensure of continuous improvement and provide regional specific requirements. The position will engage OEM’s for information regarding bugs, patches, software upgrades, and configuration changes.
**Responsibilities**:
- Responsible for overall delivery of data network, voice and contact center operations across all businesses within region and day-to-day oversight and technical vendor management of Network and telecom Managed Service Providers.
- Emphasizes continuous improvement achieved through Problem Management, High Availability Engineering, identifying and mitigation of single points of failure, process improvements, automation opportunities, and other areas that increase the availability and resiliency of the network.
- Tracks network performance, capacity and visibility as well as makes recommendations to improve site health.
- Receives escalations and manages issues.
- Provide input, analysis and recommendations for operational metrics and dashboards.
- Heavily contribute to the regional Reliability Process within the Network domain.
- Responsible for the regional Change Management process including Change quality and technical review / approval of Changes for break/fix situations.
- Partner closely with engineering and deployment teams to ensure of feedback and input of regional specific requirements. Participate in pilots, experiments, and provide input for design considerations.
- Partner with other TS organizations to deliver end to end process excellence resulting in more robust infrastructure services. This includes collaborating with ISRM and other vendors for risk management. Operationalize technologies and processes as well as perform service acceptance into Operations.
- Understand and respond to business and reginal needs and requirements. Coordinate site health assessments and manage remediation of network infrastructure opportunities.
- Partner with external service providers to provide talent and services to drive high standards
- Drive innovation through automation of services and capabilities
**Qualifications**
- BA/BS required and degree in STEM field preferred
- 6+ years of relevant technology experience
- Large / enterprise network operations expertise and experience
- Proven vendor management experience in a large outsourced environment
- Strong troubleshooting experience in complex network environments
- Experienced in several key technologies including: routing/switching, WAN technologies, EIRGP/BGP, VPN, SDWAN, Cloud connectivity, Cloud-based Networking technology, WLAN, network troubleshooting tools
- High availability / resiliency engineering
- Strong experience utilizing network management and troubleshooting tools
- Proven experience leading virtual teams supporting a complex network environment
- Excellent written and oral communication skills
- Proven analytical, evaluative and problem-solving abilities
- Ability to effectively prioritize and execute in a high-pressure environment
- Exceptional customer service orientation
- Extensive experience working in a team-oriented, collaborative environment

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