Network – Network Operations Lead

As Network Operations Lead (GSR7), based in India you will be a technically supporting Ford’s Enterprise Network Operations transformation. You will be supporting the 24×7 Global Network Operations (LAN/WAN) team to a center of technical excellence and customer advocacy.

The EU Network Operations lead is responsible for successful Network Operations including the incident, change implementation and problem management procedures. This is a key role to ensuring the support of network availability during your shift on Global Network Product offerings. This position will be part of Ford’s Enterprise Tech Operations department and will report to the Reginal Network Operations project manager and Supervisor, based in same or another region. The Network lead needs to lead and ensure “Always On” (24 x 7) availability of Ford Global Network Product offerings, working with Network Operations Peers from local and other regions.

This role will also be drive towards supporting full observability and Monitoring, process response, and technical capability to ensure customer up time of 99.999%+. We are supporting to significantly reduce the number of incidents and reducing recovery time during an incident. Includes following the KPI Metrics to achieve meaningful customer satisfaction and uptime. This position requires a wide range of skills and experience. This position requires a wide range of technical skills and experience.

• Support the technical Incident Management Calls and Change Controls through STRONG Technical Network Knowledge, Operational capability, and strong communication skills.
• End-to-end Network Troubleshooting during Incidents.
• Demonstrate technical excellence through technical knowledge.
• Work with global Network Operations leads peers for supporting the global 24×7 shift operations.
• Advocate and ensure that high quality Follow the Sun (FTS) is delivered to receiving teams. As well as support on-call schedule and shifts are available.
• Support continuous improvement in service management for Network Services leveraging enterprise tools and processes (Incident, Problem &Change) and focusing on customer value optimization.
• Supports implement best practices and processes for Network Operations services to maintain availability, reliability, scalability, and security. 
• Support for effective SRE Monitoring and FSO (Full Stack Observability) on system performance and overall health, troubleshoot issues, and implement corrective actions. 
• Collaborate with the Network LAN/WAN development teams to optimize infrastructure for application performance and scalability.
• Support team members to achieve technical network excellence thru experience, and network Certifications and support training requirements.
• Able to support the team to develop continued improvements leading to an “always on network capability. 
• Support and ensure that high quality follow the sun is delivered to receiving teams.
• Actively participate in escalations requests.
• Support a proper follow-up to Business escalations, BR, and DOR. 
• Support assurance of up-to-date sw releases, targeted LDOS, and PSIRTS (security updates)
• Support Network Service offering teams to ensure successful change controls.

Basic Qualifications

• Strong Technical Understanding of Routing / Switching protocols, Wireless, Data center, WAN/SD-WAN and Network monitoring, observability Tools, Network performance tools.
• Technical strong to lead end-to-end Network Troubleshooting during Incidents.
• Bachelor’s degree in Computer Science or Engineering in Science/Electronic & Communication / Electrical and Electronic Engineering or B-Tech 
• Able to handle incident independently.
• Able to successfully plan, implement, & delivery all Network Change controls.
• Ability to leverage and involve the right technical resources, and partners, and take action during an incident or change control.
• Excellent Communication, including the ability to independently lead an outage incident.
• Solid understanding of Expert customer care business, processes, procedures. Able to represent the end customer as a customer advocate.
• Strong troubleshooting experience with network environments.
• Strong understanding of network troubleshooting Tools.
• Significant technical, functional and hands on experience with networking Services and operations.
• Highly collaborative, with the ability to influence team members.
• Ability to provide a strong point of View as necessary.
• 5+ years of Experience in Network Operations (LAN/WAN) or Network Engineering.
• 3+ years of hands-on experience with Network Operations Monitoring and response Centers.

Preferred Qualifications/Skills & Expertise

• Ability to develop and deliver detailed issue summary and concise messages to supervisor / Management (GSR8+LL6)
• Possess a high tolerance for ambiguity and ever-changing dynamic environment.
• Network Certifications such as CCNA (Cisco Certified Network Associate) or CCNP (Cisco Certified Network Professional)
• Experience working in a TAC environment/Customer support.
• Advocate for DevOps mindset and culture, collaboration, flexibility, and cross domain knowledge
• Endless Desire to Learn 
• Working experience in supporting network operations and monitoring center.
• Strong technical experience in Routing / Switching/ Wireless/Load Balancers/ Cisco ACI & SDWAN
• Strong troubleshooting skills in LAN, Wireless and WAN environments involving Cisco devices.
• Good Communication, Business Development & Negotiation skills
• Work with external Vendors like Cisco/F5 or WAN service providers to resolve any network issue. 
• Implement complex network change requests.
• Experience with Rally tools and Agile delivery.
• Experience with Cisco DNA, SD-Access, ISE, Wireshark, Gigamon, Splunk and Thousand Eyes.

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