Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Key Responsibilities:
Technical
- Strong understanding and demonstrated experience in:
- eBGP/iBGP, OSPF, MPLS Layer 2/3, DMVPN/SD WAN and VRF/PfR
- Network security methodologies/frameworks (SIEM) and tools, including Cisco firewalls (NextGen/FirePOWER), Cisco AMP, IPS/IDS, IPsec VPNs, DLP, etc.
- WAN/LAN QoS, Load Balancing and LAN architecture (STP, HRSP, VSS etc.)
- SNMP, NTP, DNS, SSH, etc.
- Firm grasp in network troubleshooting, monitoring tools, and escalation processes with strong customer service skills
- Ability to comprehend, analyze, and research problems of a complex nature, make reasonable decisions, and recommend solutions
- Lead the team through critical performance and stability issues in a timely fashion
- Proven experience in leading network operations, planning, design, deployment, maintenance and upgrades in a multi-national large enterprise consisting of multiple sites and data centers
- Accountable for capacity planning in relation to current and new architectures or environmental growth
- Ability to be on call for incident escalations and management
Management
- Accountable for planning, scheduling and controlling daily network operations, including staff, resource scheduling and work prioritization
- Strong leadership skills with the ability to perform scheduling, control, and planning functions; demonstrated ability to influence individuals, l+X309ead teams and work effectively with senior management
- Must have the ability to work cross functionally in a virtual organization while interacting with multiple organizational business units
- Work with the business and technology leadership in prioritizing and achieving strategic objectives, and defining short and long term objectives for projects/platforms
- Regularly communicate status of program to all impacted stakeholders. Interface with management to validate short-term and long-term vision and strategies
- Develop, refine, and lead the team to document network policies, processes, procedures, and associated systems and drive their implementation and use
- Will be accountable for coaching and developing the team to always maintain a level of excellence, while providing a career path that meets business needs
- Ability to lead and quickly adapt to changes in process, requirements, goals, and organizational change
- Maintain key metrics to evaluate the effectiveness and efficiency of IT processes
- Lead vendor discussions regarding the purchase of services, hardware, application outsourcing, or consulting services
- Also perform monthly services reviews with quarterly assessments on how the vendor is aligning in terms of service performance and future business needs
- Review RFP responses, pricing of IT components, and recommend changes to processes/technology as per stakeholder requirements
- Initiate the evaluation of new technology/products and always promote the adherence of best practices and the need for scalability and simplification of operational support
- Participate in the IT annual operating planning process
- Manage to the departmental operational budget and ensure financial objectives are met
- Also contribute to the project budget planning process and manage against it
- Ability to translate technical recommendations into a visual format for presentation to non-technical stakeholders and clients
- Participate in defining the SLAs of vendors; participate in negotiations and make recommendations for selection
- Monitor and control service level of vendors
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness
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