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 plus

Soft 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 methodology

Certifications:

- ITIL 4 - I.T. Service Management
- CCIE, CCNP, CCSP, CISM, Industry leading technology
- OEM specific trainings and certifications

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