- 4+ years of experience in Service Delivery and / or IT infrastructure Operations
- Lead and mentor a team of network reliability engineers and service management, assigning tasks and ensuring efficient operations
- Build and maintain solid relationships with clients, addressing their concerns, and providing regular performance updates
- Monitor network performance against SLAs, identify potential issues, and take proactive measures to maintain service levels
- Oversee day-to-day network operations including monitoring network health, troubleshooting issues, and coordinating with network engineers for complex problems
- Lead the incident response process for network outages, coordinating with relevant teams to quickly identify the root cause and restore service
- Generate reports on network performance metrics, identifying areas for improvement and presenting findings to stakeholders
- Proficiency in using network monitoring and management tools like ManageEngine, SolarWinds, ScienceLogic etc
- Knowledge of ITIL service management practices, particularly incident management, problem management, and change management
- Excellent written and verbal communication skills to effectively interact with customers and technical teams
- Understanding of network technologies including routing protocols (BGP, OSPF), switching, firewalls, load balancing, and network security