Assistant Manager, Network Services

Objectives:

Ensures IT service availability and minimizes business impact of IT service outages through the effective management and governance of the voice network, infrastructure and data center outsourcing arrangements.

Contributes to the improvement of user satisfaction with IT services by ensuring that the network, infrastructure and data center outsourcing arrangements remain aligned with business needs and priorities and fit for purpose.

Improves the overall technical performance of Network Services as measured by the Technology related KPIs and SLAs (utilization, availability, response times etc.) year on year. Ensures the realization of the outsourcing objectives of reduced risk, enhanced flexibility, enhanced transparency and cost efficiency through the effective outsourced network, infrastructure and data center services.

Responsibilities include, but are not limited to, the following:

·       Contributes to the Network Strategy, Policies, Processes and Standards at the enterprise level on behalf of the Network Services function.

·       Monitors and reports on the productivity and efficient allocation of functional resources.

·       Participates in the evaluation and acceptance of deliverables and project outputs based on acceptance criteria, best practice and technology standards.

·       Participates in incident calls for Group and BU network incidents as required.

·       Provides subject matter expertise in the specification of business requirements, performance levels and the scoping of Network initiatives, changes and service requests.

·       Reviews Network solution proposals and provides subject matter input, advice and feedback.

·       Provides subject matter expertise as input into the service continuity and disaster recovery solutions development, implementation and testing.

·       Direct management/supervision of External Contactors.

Performance Management:

·       Ensures the relevant functional services are delivered in accordance with contractual or agreed service levels and Key Performance Indicators.

·       Monitors delivery progress against targets, reporting as necessary and ensuring appropriate actions are taken to address exceptions and variations.

·       Works with Suppliers and partner organizations to offer Network solution leadership, solution design and assurance services as needed / requested.

·       Works with Business Units, Suppliers and partner organizations to ensure Network solutions deployed across are fit for purpose and implemented effectively to standards.

·       Conducts analysis of demand for services and influences stakeholders to ensure that the necessary investments are made to deliver required services and participates in the scoping of service improvement initiatives.

Continuous Improvement and Innovation:

·       Works with Business Units to understand how the Network solutions deployed across are exploited for business value.

·       Monitors the IT marketplace (independently or via Suppliers and partner organizations) to identify new Technology innovations and developments and assessing if these could be usefully deployed/exploited within to deliver business benefit.

·       Initiates improvements in functional area and evaluated ideas for innovations and improvements from all sources.

Communication and Stakeholder Management:

·       Proactively communicates and presents Network solutions information to stakeholders in a clear, concise and persuasive manner

·       Provides Network solutions related advice and guidance to stakeholders

·       Ensures that stakeholders understand the current and proposed Network solutions and how these can be exploited for business value

Job Requirements:

Experience:

• University Degree (Bachelors or Masters) or equivalent work experience
• Minimum 6 years specializing in Networking
• Hands on experience on network design including system integration
• Excellent analytical, problem solving, and time management skills
• Experience in working with and governing suppliers performance in an outsourced environment, OR
• Life insurance experience within a regional or multinational scope will be an advantage
• Experience within a decentralized organization, preferably within the Group unit
• Sound understanding of IT operating model design and best practices
• Team player adept at collaborating with internal & external parties to develop ideal solution for the business
• Strong decision maker, with transparent & timely communication & follow-up
• Excellent listening, writing, speaking, presentation and facilitation skills
• Flexible, hands-on and able to work in a fast paced, high pressure, client-focused and collaborative environment

Technical Roles and Responsibilities (Voice):

• Support a wide range of voice products including PBX, VoIP, SIP hosted both on prem and in the cloud.
• Assist in leading project roll out and troubleshooting for supported services.
• Monitor environment for capacity, risk, and workload and flag to appropriate parties and where applicable take necessary remediation steps
• Apply best practices, strategies, methodologies, and approaches to Voice Services
• Create and review operational documentation as required.
• Create and manage a governance best practice to maintain the quality and security of platform across all the local BUs.
• Measure, collaborate and lift capability of the service to from vendor teams
• Work closely with Network, Security and Cloud teams to ensure the delivery of secure and stable services.
• Stay informed and in tune with the latest methodologies, best practices, trends in relevant sector by self-guided via Ai (Copilot or etc)
• At least 2+ years practical experience in network administration with technical knowledge in any minimum ONE of Voice/PBX/UCaaS deployments with Cisco voice, Audiocodes, Microsoft (Teams) etc. is highly desirable

Business Analysis Roles and Responsibilities (Voice):

• Review project/ new product specification/ enhancement/ production incident request.
• Facilitate the necessary discussions with relevant stakeholders to clearly identify and articulate the business outcomes needed for the project/ new product specification/ enhancement/ production incident request.
• To be constantly in-tune with business goals, objectives, and strategies of the organization and to use that knowledge to help ensure the business outcomes are aligned with broader organizational picture.
• To maintain a deep awareness on how business process works, to enable effective impact analysis of the changes requested on existing business processes.
• Where possible, provide options or possible solutions from a technology and process perspective, to meet these business outcomes. Identify processes related dependencies, and highlight processes improvements where needed, to facilitate these changes.
• To actively participate in impact analysis from a system perspective, identifying dependencies in peripheral systems, modules etc.
• To clearly articulate and document the agreed business outcomes, and business solutions into a User Requirements Documents, and to facilitate and obtain sign off from relevant parties.
• Participate and provide input into design reviews and walk-throughs to communicate system designs and validate proposed solution
• Lead end-to-end IT sourcing events including RFPs, evaluations, strategic negotiations, supplier selection, and contract execution

Soft skills:

• Ability to demonstrate independent leadership, judgment, and decision making
• Ability to adjust to multiple and changing priorities, remaining flexible and open
• Ability to create and maintain cooperative working relationships with internal and external stakeholders of peer levels
• Analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.
• Be a self-starter and possess the confidence and skills to operate well within a team of highly skilled peers.