Network Operations Team Lead

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Michael Page Full time
About Our Client

Our client is a globally recognized organization, and due to expansion plans, they are currently seeking a Network Operations Team Lead to be part of the team.

Job Description
  • Maintain and Proactively Monitor Global Network Infrastructure

Our ideal candidate will be responsible for maintaining and proactively monitoring our global network/telephony platforms to ensure optimal network performance in partnership with our service providers.

Manage Ticket Queue and Ensure Timely Resolution

The successful candidate will maintain a healthy ticket queue with timely follow-up and closure, ensuring that all issues are resolved efficiently and effectively.

Implement and Deliver Network Solutions

Our Network Operations Team Lead will be responsible for implementing and delivering network solutions on-time with full documentation and smooth transition to BAU operational support.

Collaborate with Global Network Team and Cross-Functional Teams

The candidate will work in close collaboration with our global network team and cross-functional teams for timely fulfillment of requests and resolution of incidents.

Handle Incident Management and Escalation

Our ideal candidate will handle incident management and escalation with priority and clear communications to stakeholders, ensuring that all incidents are resolved promptly and efficiently.

Work with External Partners and Manage 3rd Parties

The successful candidate will work with external partners and manage 3rd parties to deliver solutions and resolve incidents, ensuring that all external relationships are managed effectively.

Adhere to Standard Processes and Oversee Regional Team Members

Our Network Operations Team Lead will adhere to published standard processes and templates and oversee regional team members' adherence, ensuring that all team members are following established procedures.

Keep Network Documentation Up-to-Date

The candidate will keep our network documentation up-to-date and create SOPs and known issues/fixes in our knowledge base, ensuring that all documentation is accurate and up-to-date.

Work on a Weekly Rotation Morning Shift and Be On-Call Rotation

Our ideal candidate will work on a weekly rotation morning shift and be on-call rotation during weekends or public holidays, ensuring that all operational support needs are met.

Mentor Regional Team Members

The successful candidate will mentor regional team members, providing guidance and support to ensure that all team members are equipped to perform their roles effectively.

Act as Regional Escalation Point and Point of Contact

Our Network Operations Team Lead will act as the regional escalation point and point of contact for IT Business Partners and stakeholders, ensuring that all communication is clear and effective.

Coordinate Resource Availability and Task Assignments

The candidate will coordinate resource availability and task assignments to ensure operational support coverage during the region's business hours, ensuring that all operational needs are met.

The Successful Applicant
  • Proven Experience Managing Networks

Our ideal candidate will have proven experience managing networks (minimum 5 years' experience), with a solid understanding of routing and switching technologies.

Solid Knowledge of Routing and Switching Technologies

The successful candidate will have solid knowledge of routing and switching technologies, with experience in supporting WLAN, firewall, network security, and/or cloud being an added advantage.

Experience in Senior or Team Lead Role

Our Network Operations Team Lead will have experience in a senior or team lead role, with a proven track record of mentoring juniors/team members.

Diploma or Degree-Level Education with Network-Related Certification

The candidate will have diploma or degree-level education with network-related certification being an added advantage.

Experience Working with IT Service Management Framework

Our ideal candidate will have experience working with an IT Service Management Framework e.g., ITIL, being an added advantage.

Self-Motivated and Team Player

The successful candidate will be self-motivated and a team player, with the ability to deliver a professional support service.

Good Analytical and Problem-Solving Skills

Our Network Operations Team Lead will have good analytical and problem-solving skills, with the ability to analyze and deliver a solution in a methodical and timely manner.

Process-Minded with Continuous Improvement Mindset

The candidate will be process-minded with a continuous improvement mindset, with the ability to balance work between operational support and solution delivery.

Fluency in English and Additional Language

Our ideal candidate will have fluency in English and an additional language being a plus (Mandarin, Bahasa, etc.).

Excellent Oral and Written Skills

The successful candidate will have excellent oral and written skills, with the ability to communicate clearly and confidently to all levels of users within the organization.

Prepared to Work Occasional Extra Hours and Weekends

Our Network Operations Team Lead will be prepared to work occasional extra hours and weekends, with a flexible approach to meeting operational needs.

What's on Offer
  • Hybrid Work Arrangement

Our client offers a hybrid work arrangement, providing a flexible and supportive work environment.

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