Networks Service Operations Manager

Job Description

Job Description:

As part of a global team the job holder will provide expert support for the Mars Networks team at Mars Inc. You will lead support and strategic activities to keep the environment optimally tuned and available to the business community. The job holder is responsible to support complex network infrastructure problems working together with external service partners and other teams within the Mars IT organization. The job holder will also work with expert center groups to assist in the take-on and support for new technologies and drive problem management from the networks perspective. Job holder is responsible for day-to-day management of Networks Service Level team or escalation. The associate will work closely with global teams and Service Level/ Service Management responsible to ensure common ways of working across all global/ regional teams and to identity opportunities for further collaboration, alignment and service excellence.

The role is to support the networks service operations management process within ENS and the Networks Infrastructure environment regionally (and globally for a certain scope) ensuring it remains available, secured, follows standards, is documented and is a fit for business needs. Networks, as key enabling service, requires constant management and development to ensure proper Mars IS services delivery.

The job holder could be based in UK, Poland, Belgium, Germany, The Netherlands.

What are we looking for?

• Working experience within a specific technology area
• Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure
• Ability to evaluate, analyze and solve complex problems - strong cognitive abilities
• Experience of working in a consulting or internal shared service project organization
• Ability to both deliver and manage services delivered through others
• Ability to collaborate within a diverse team
• Ability to manage support and projects activity
• Ability to work in a “stressed” environment

What will be your key responsibilities?

• Deployment and support of global Business Effectiveness services, methodologies and best practices within the Networking area
• Marketing, selling and customer relationship management
• Management of external partner relationships.
• Provide management escalation and communication of major issues
• Manage operations across teams

• Supervise and direct the daily operations of network and security services within the region
• Interface and work with Mars stakeholders and overlay vendor
• Monitor and manage Major Incidents jointly with Mars teams
• Monitor 3rd party vendor performance, report on metrics and define improvement / actions plan
• Oversee network infrastructure
• Direct, coordinate and manage a team of tech support specialists/network technicians and other IT staff
• Prioritize IT-related incidents /problems as they come into the team and escalate when necessary
• Make decisions quickly, often with limited information
• Act as a senior agent who will drive customer satisfaction through customer support
• Delegate (as required)
• Assist with any type of escalations
• Clearly communicate escalated issues
• Manage and report on all incoming technical support inquiries
• On-board all new technical support team members
• Monitor team performance and report on metrics
• Review all technical support related processes and documentation for continuous improvement
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work jointly with Regional Service Delivery teams and other IT staff
• Represent, run and manage network infrastructure service for technology owned within agreed SLA, ensure availability, capacity and reliability of the network Infrastructure services with the usage of ITIL Methodology (incident, problem, change, release and knowledge management)
• Cooperate with resolution of Major Incidents and escalations, and fulfilment of Support Tasks, deployments & changes for supported technology within the agreed SLA’s
• Suggest technology upgrades, modifications and deployments to Networks Lead based on business needs.
• Supervise vendor resources to support and maintain company network operation within supported technology.
• Perform root cause analysis of infrastructure problems and develop resolution plans.
• Maintain all documentations for deployment, maintenance, upgrades and problem resolution activities.
• Proactively manage customers and update them on request status

The service operations manager will support the following work activities related to the role:

• Ticket Management (Incident management, Catalog tasks)

• MI Management

• Calls / Chat Management

• Vendor(s) Management (like OBS, ATT, Expereo)
• Deployment Management / BAU deployment
• Knowledge Management
• e2e Issues Tracking
• Change Management
• Service Measurement
• Continuous Improvement Management
• Escalation Management
• Problem Management
• Technical troubleshooting
• ITSA fulfilment (translate business needs into technical rules)
• Networking and visibility with Service Desk, Local Infrastructure Team, EUT, Account Managers, Digital Team, Core Services & Local business users
• Manage Business Partners connections

Job Specifications/Qualifications/ Knowledge/Experience

• Proven people/team management and leadership skills
• Excellent communicator, both oral and written
• Strong problem-solving skills
• Excellent communication skills, both written and verbal
• Love being involved in troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Able to work with cutting edge technology and assimilate information rapidly
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture
• Five Years plus experience in a Technical Support role
• Critical thinking
• Patience
• Ability to work well under pressure
• Good interpersonal skills
• Have experience in customer service and a strong interest in the customer
• Are autonomous, organized, resourceful and detail-oriented
• Are comfortable with analysis, problem solving and decision making.
• Bachelor degree in Information Technology or a related field preferred
• 10 years+ experience in IT Support

Knowledge in the following platforms:

• Cisco Switches, Access Points and Wireless Controllers
• Cisco Meraki Access Points and firewalls
• Palo Alto
• Cisco ASA
• Pulse Secure
• Cisco routers (vEdge, etc.)

Key Supporting Competencies

• Functional and technical skills
• Priority setting
• Drive for results
• Organizational agility
• Conflict management

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by The Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• Hybrid, flexible working pattern
• An industry competitive salary and benefits package, including company bonus.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.