Job Description & SummaryAt PwC, our people in integration and platform architecture focus on designing and implementing seamless integration solutions and robust platform architectures for clients. They enable efficient data flow and optimise technology infrastructure for enhanced business performance.Those in solution architecture at PwC will design and implement innovative technology solutions to meet clients' business needs. You will leverage your experience in analysing requirements, developing technical designs to enable the successful delivery of solutions.Job Summary: Seeking an experienced and customer-focused Network Operations Service Manager to lead the network support team in delivering exceptional service to our clients. The successful candidate will be responsible for overseeing the daily operations of our network services, ensuring optimal performance, managing customer relationships, and driving continuous improvement initiatives. This role requires strong leadership skills, technical expertise, and a proactive approach to resolving network issues to enhance customer satisfaction.Key Responsibilities: Manage Network Operations: Oversee the operation and maintenance of the company’s network infrastructure to ensure high availability and performance. Coordinate with internal teams and external vendors to resolve network issues and implement enhancements. Team Leadership: Lead and mentor a team of network engineers and support staff, fostering a culture of continuous learning and professional development. Set performance goals, provide regular feedback, and conduct performance evaluations for the team. Customer Support and Relationship Management: Act as the primary escalation point for network-related customer issues, ensuring timely and effective resolution. Develop and maintain strong relationships with key customers, understanding their needs and aligning network services to meet their expectations. Conduct regular service reviews with customers to discuss network performance, issues, and improvement opportunities. Process Improvement: Identify and implement process improvements to enhance service delivery and operational efficiency. Develop and maintain standard operating procedures for network operations and support activities. Monitoring and Reporting: Monitor network performance and generate reports for management and customers on key performance indicators (KPIs). Utilize network management tools to detect and resolve network issues proactively. Incident Management: Lead the response to major incidents, coordinating with cross-functional teams to minimize impact and ensure rapid recovery. Maintain an incident log and conduct root cause analysis to prevent future occurrences. Compliance and Security:Ensure compliance with industry standards and regulations, including data protection and cybersecurity. Collaborate with the security team to implement and maintain network security measures. Qualifications: Bachelor's degree in computer science, Information Technology, or a related field Experience in network operations or network management, with a leadership role. Strong understanding of network infrastructure and protocols (e.g., TCP/IP, OSPF, BGP). IT Service Management industry-leading practices (ITIL v4 ); Experience with network monitoring and management tools (e.g., SolarWinds, Nagios, Wireshark). Excellent interpersonal and communication skills, with a focus on customer service. Communicating on budgeting, requirement gathering, project management, documentation, resource planning and initial testing of the recoverability of the solutions provide. Relevant certifications, such as CCNP, JNCIP, or ITIL, are highly desirable. Working Conditions: This is a full-time position, with occasional requirements for after-hours work during emergencies or scheduled maintenance. The position may require on-call duties as part of a team rotation. #LI-DNI
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