Job Description

As a Network Service Manager, you will be at the forefront of our network operations, working closely with senior managers and the Director of Service Effectiveness. Your primary objective is to deliver exceptional network products and services, adhering to industry standards and internal processes. You will play a vital role in defining and implementing strategies to enhance our network infrastructure and ensure seamless connectivity for our clients.

Responsibilities

Define and implement Service Level Objectives (SLO) and Service Level Indicators (SLI) to measure and enhance network performance.
Provide comprehensive governance and oversight to all network product and service delivery aspects, including lifecycle management and vendor coordination.
Collaborate closely with product managers and service owners to ensure timely and high-quality network service delivery, meeting agreed-upon SLO/SLI.
Own and lead service reports and review meetings, tracking critical metrics, and identifying improvement opportunities for network services.
Govern and continuously improve NPS processes, ensuring compliance and introducing industry-standard methodologies for efficient service delivery.
Participate in TRT and PIR meetings to drive systematic enhancements in incident and problem management, aiming for optimal network performance.
Oversee the network ITSM process, analyzing changes, and proactively preventing service disruptions to maintain a reliable network infrastructure.
Maintain a comprehensive service risk catalogue, highlighting potential risks to business decisions, and provide regular updates to leadership for informed decision-making.
Track audit results and OpsRes/TechRes discussions, offering timely inputs to resolve potential issues and maintain network integrity.

Qualifications

A minimum of 5 years of experience in a global technology organization, with a focus on network or infrastructure service operations.
Passion for leading continuous improvement initiatives and a solid understanding of relevant methodologies to drive innovation.
Proven ability to influence and hold senior organizational members and business partners accountable for service quality.
Strong leadership skills, coupled with excellent problem-solving, analytical, and communication abilities, are essential for this role.
Project management expertise, with the capability to manage multiple priorities and thrive under pressure.
Experience in supervising the design, deployment, and maintenance of Campus & Datacenter networks, ensuring high availability and security.
ITIL Foundation Certification or equivalent knowledge of IT service management principles is highly desirable.
Cisco Certified Network Professional (CCNP) or Cisco Certified Network Administrator (CCNA) certification is preferred.
A successful track record of managing network vendor performance and driving improvements to enhance network efficiency.
Excellent communication skills, enabling effective collaboration with business partners and senior management.

About Us

At Zensar, we're experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

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