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Regional Team Lead Network Operations Manager

hace 2 meses

Ciudad de México, Ciudad de México ENGIE Group A tiempo completo
Job Description

Job Title: Regional Team Lead Network Operations Manager

Job Summary:

We are seeking an experienced and proactive Regional Team Lead to manage our team of experts and First Level Escalation Engineers. This position plays a crucial role in ensuring seamless IT support across various time zones as part of our follow-the-sun model.

Key Responsibilities:

  • Team Management: Lead and mentor a team of Experts and First Level Escalation Engineers, ensuring high performance and professional development.
  • Incident Management: Supervise the resolution of incident tickets and requests related to network and identity operations.
  • Network Operations: Manage WAN / SD-WAN, LAN, Wi-Fi, DNS / DHCP, security (firewall, load balancer), monitoring tooling (Spectrum, Cacti, Syslog,...).
  • Identity and Access Management: Manage OKTA, Active Directory, CyberArk, and Saviynt solutions.
  • Collaboration: Foster a collaborative environment within the team, with other Local & regional teams, as well as with global teams (NOC, Identity & Access Operations).
  • Reporting: Prepare and deliver regular reports on team performance, incident resolution times, and other key metrics to internal and external stakeholders.
  • Stakeholder Communication: Serve as the primary point of contact for stakeholders, addressing concerns and ensuring satisfaction with IT support services.
  • Process Improvement: Identify and implement improvements to support processes.
  • Resource Allocation: Manage team resources effectively to ensure coverage and balance workloads.
  • Agile Methodology: Lead the team in utilizing a basic Kanban agile method to manage and prioritize workload.

Requirements:

  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Experience: Proven experience in an IT support role with at least 3 years in a leadership or supervisory position, preferably in a global or multinational organization.
  • Certifications: Certification in relevant technologies (e.g., Cisco, Fortinet, OKTA, Active Directory, CyberArk, Saviynt) is a plus.
  • Language: Advanced English.

Technical Skills:

  • Fortinet
  • Spectrum, Cacti
  • OKTA: Knowledge and experience in managing and troubleshooting OKTA identity management solutions.
  • Active Directory: Proficiency in Active Directory administration and troubleshooting.
  • CyberArk: Familiarity with CyberArk solutions, including password vaults and privileged access management.
  • Saviynt: Understanding of Saviynt identity governance and administration.

Soft Skills:

  • Leadership: Strong leadership skills with the ability to inspire and motivate a diverse team.
  • Communication: Excellent verbal and written communication skills.
  • Problem-Solving: High analytical and problem-solving abilities.
  • Customer Focus: Strong customer service orientation.
  • Time Management: Efficient time management and multitasking skills.
  • Adaptability: Flexible and able to adapt to changing circumstances and requirements.
  • Reporting: Proficiency in preparing detailed and accurate reports.