Network Operations Manager

Role & responsibilities

Domain & Technical Leadership

• Own the end-to-end Network & Security tower strategy, architecture governance, and operational performance.

• Provide technical leadership across:

• Palo Alto Firewalls

• Arista Switching Infrastructure

• Enterprise Wireless Networks

• Agni NAC

• WAN, LAN and Internet Connectivity

• VPN and Remote Access Technologies

• SD-WAN and Branch Connectivity

• Load Balancers and Network Security Controls

• Act as the highest-level escalation point for critical incidents and major outages.

• Define and maintain enterprise standards, policies, and operational procedures.

• Lead infrastructure lifecycle management, technology refresh, and modernization initiatives.

Global Network Operations Management

• Manage availability, capacity, and performance of a global network estate covering:

• 29 locations across multiple countries

• 2,000+ routers, firewalls and switches

• 3,000+ wireless access points

• Ensure highly available, resilient, and secure network operations.

• Drive proactive monitoring, event correlation, and operational observability.

• Establish fault avoidance and predictive maintenance practices.

• Implement network optimization initiatives to improve end-user experience.

• Govern ISP, telecom, and OEM relationships.

Service Delivery & Operational Excellence

• Own service delivery performance for the Network & Security tower.

• Ensure achievement of all:

• SLAs

• OLAs

• Customer Satisfaction Metrics

• Contractual Commitments

• Drive ITIL-based Incident, Problem, Change and Major Incident Management processes.

• Lead operational reviews and service governance meetings.

• Develop and execute service improvement plans.

• Drive operational maturity through automation and standardization.

Reliability Engineering & Continuous Improvement

• Establish a culture focused on reducing operational risk and improving service reliability.

• Drive measurable improvements in:

• Incident Reduction

• Major Incident Prevention

• Mean Time to Restore (MTTR)

• Mean Time Between Failures (MTBF)

• Availability Metrics

• First-Time Resolution Rates

• Conduct trend analysis and root cause reviews for recurring issues.

• Lead implementation of self-healing and automated remediation solutions.

• Improve monitoring coverage and observability capabilities.

Security Governance & Compliance

• Ensure network and security infrastructure complies with:

• ISO 27001

• SOC

• PCI-DSS

• Data Privacy Requirements

• Client Security Standards

• Regulatory and Audit Obligations

• Support internal, external, customer, and regulatory audits.

• Partner with Cyber Security teams to strengthen security posture.

• Ensure timely remediation of vulnerabilities and audit findings.

• Govern firewall policies, network segmentation, access controls, and NAC standards.

Risk Management & Business Continuity

• Own risk identification and mitigation across network and security services.
• Ensure network resiliency, disaster recovery readiness, and business continuity compliance.
• Conduct regular resilience testing and failover exercises.
• Maintain and review operational risk registers.

Vendor & Stakeholder Management

• Serve as the primary interface for client leadership on all Network & Security matters.

• Manage relationships with:

• OEM Partners

• Telecom Providers

• Managed Service Providers

• Security Vendors

• Lead executive communications during major incidents.

• Present operational performance, risks, and improvement opportunities to senior leadership.

People Leadership

• Lead and manage a team of approximately 70 network and security professionals.
• Build a strong leadership bench comprising managers, leads, architects, and SMEs.
• Drive workforce planning, succession management, and career development.
• Establish technical certification and skill-development programs.
• Foster a culture of accountability, collaboration, innovation, and continuous learning.
• Manage performance, employee engagement, retention, and talent development initiatives.

Success Metrics

The Domain Leader will be measured on:

• Network Availability and Uptime
• SLA and KPI Achievement
• Major Incident Reduction
• MTTR Improvement
• MTBF Improvement
• Security Compliance Scores
• Audit Findings Closure
• Change Success Rate
• Customer Satisfaction Scores
• Automation Adoption
• Cost Optimization Outcomes
• Team Engagement and Attrition Metrics