Network Operations Analyst, Americas

Johnson & Johnson is currently recruiting for a Network Operations Analyst, Americas (New Consumer Health Company). This position may be located in Latin America or North America.

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people.

With $82.1 billion in 2020 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. Johnson & Johnson is the world's most comprehensive and broadly-based healthcare Company, touching the lives of nearly a billion people every day. Our Family of Companies throughout the world compete in consumer, pharmaceutical and medical devices & diagnostics markets and have the skills and resources to tackle the world's most pressing health issues.
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This role assists with operational management and support of global network services within the region. This role assists with day-to-day oversight and technical vendor management of Network and telecom Managed Service Providers and key vendors within the region as well as the globe per a follow-the-sun support model. Additionally, this role will assist with key ITIL processes 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 will help build and maintain business relationships and remediate any escalations.

**Roles and Responsibilities**:

- Assist with the overall operational management of data network and voice services in the region. This includes tracking network performance and capacity as well as making recommendations to improve site health
- Assist with key ITIL processes with high attention to Incident Management, Problem Management, Change Management, Asset Management, SLA Management, Capacity Management, Release Management, Escalation Management, and Vulnerability Management
- Receives escalations and manages issues
- Utilize advanced analytics for continuous improvement and ensure best-in-class network performance through proactive and predictive network monitoring and controls. This includes management of the operational technologies, tools, metrics, and processes required to support the network domain
- Track regional network performance and capacity and make recommendations
- Provide input for operational metrics and dashboards
- Closely partner with engineering and deployment teams to ensure feedback and input of regional-specific requirements
- Fosters and maintains relationships with Business IT units to understand and respond to operational needs
- Coordinate site health assessments and manage remediation of network infrastructure opportunities
- Provide input for the development of operational ITIL standards, policies, and guidelines
- Ensure service acceptance for deployed infrastructure
- Assist with directing suppliers to maintain SLAs
- TAO for operations servers/apps

**Qualifications**:
**Position Requirements**:

- BA/BS is required, a degree in the STEM field is preferred
- 4+ years of relevant technology experience
- Experience managing complex Network infrastructure within data centers and remote locations, unified communication technology, and call center operations
- Foundational knowledge of Routing and Switching
- Good understanding of Routing Protocols (OSPF, EIGRP, and BGP) and Gateway Redundancy Protocols (HSRP, VRRP, and GLRP)
- Foundational knowledge of VoIP, Multicast, STP, VTP, Virtual LANs, and Trunking (VLANs), Network Security (ACLs, IPsec Tunnels), Firewalls (Security Appliances), NetFlow, IPSLA, and VPN technologies
- Proven vendor management experience
- 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
- Experience working in a team-oriented, collaborative environment
- Proven experience in network and infrastructure Service
- Partner with external service providers to provide talent and services to drive high standards
- Drive innovation through automation of services and capabilities