INFRASTRUCTURE TEAM LEAD - NETWORK

Role: INFRASTRUCTURE TEAM LEAD - NETWORK

Company: Pune based GCC

Work from Office/Hybrid

Full time job

In your role, reporting to the Infrastructure Operations Manager, you will manage a Level 2 and 3 Infrastructure Team, responsible for the RUN activities within the newly established India IT Hub for network services. You will be responsible for building and developing a high-performing team that includes senior specialists and junior staff across all Infrastructure domain Network.

The network team is build on the following expertises:

- LAN/WiFi, Network Access Control (NAC), SDWAN (Edge) - Firewalling, Network Backbone (network routing & interconnects), SDWAN (Hub), Cloud hosted networking (Direct Connect, Express Route) - Security Service Edge (SSE) for Zero Thrust Network Access, Secure Web Gateway, Firewall-as-a-Service)

KEY RESPONSIBILITIES

Leadership & People Development

- Lead and manage a team of senior specialists and junior staff, fostering high performance and engagement in multiple regions (outside India could be an option) - Drive talent development through coaching, mentoring, and structured training programmes related to the team activities - Define objectives and monitor KPIs, ensuring accountability for service quality and promoting a culture of continuous improvement - Encourage open communication and regular feedback within the team to identify areas for growth and address challenges promptly - Promote diversity and inclusion by recognising individual strengths and fostering a supportive environment where every team member feels valued - You work alongside the team to keep your technical skills and knowledge up to date (average workload split 50% team lead, 50% operational activities)

Service Delivery & Compliance

- Oversee Infrastructure Network Service delivery in line with ITIL best practices and procedures for incident, problem, change, and release management - Ensure compliance and performance, adhering to global Infrastructure governance, security, and operational standards, monitoring, patching, and implementing corrective actions - Ensure continuous improvement with standardization, automation, decrease of support level. - Promote team mindset on excellence in service quality and continuous improvement, within the OneITeam mindset - Manage and lead escalation and major incident/P1 process and follow-up

Collaboration & Customer Engagement

- Coordinate with other Infrastructure teams, standardise processes, tools, and governance, ensuring seamless collaboration and fostering knowledge sharing and best practices - Collaborate regularly with the Infrastructure Operations Manager, Head of Operations and Service Delivery Managers to ensure alignment on service priorities, capacity planning, and customer requirements - Build and maintain strong relationships within global Infrastructure teams to ensure Infrastructure services meet evolving business and team needs. - Build and maintain strong relationships with our Business Unit contacts for delivering day to day operations and act as first contact for escalations - Actively contributing on the ISO 27001 certification and its roadmap

PROFILE

Academic background & Experience

- Educated to Degree level or equivalent with 10 years' experience in IT and 5 years in Team Lead role as minimum in IT Infrastructure domain network. Knowledge about cloud services based on Azure and/or AWS is appreciated. - Demonstrated success in performing similar Infrastructure service delivery type roles within large and complex organizations - Proven experience in managing a multi-product infrastructure team with a headcount ≤15 people. - Experience managing global vendors and service providers

Behavioural Capabilities

- Demonstrate the ability to inspire and motivate team members by fostering a positive work environment, recognising achievements, encouraging ownership, and empowering individuals to make decisions and contribute ideas that drive team success (lead by example) - Work effectively as part of a broader global team by building strong relationships, sharing knowledge openly, and promoting a culture of trust and cooperation to achieve common goals across functions and regions - Excellent and effective communicator with good inter-personal skills - Good stakeholder management skills (multiple levels, multiple countries, multi-cultural) - Pro-active with enthusiasm to deliver results - Demonstrate accountability by taking ownership of issues and ensuring smooth, agreed handovers and takeovers to maintain continuity and clarity

Skills

- Fluent English speaking and writing at minimum C1 level - Strong analytical and problem-solving skills - Mandatory certification on ITIL or service management principles. - Good knowledge on network services based on: - Security Service Edge (SSE): Zscaler, Netskope - Firewall: Fortigate, Fortimanager, Paloalto, Panorama, Tufin - LAN/WiFi: Juniper, Cisco, Meraki - SDWAN: Cisco Catalyst, Viptela, Meraki - Network Access Control: Cisco ISE - Familiarity with ITSM and CMDB tools (ServiceNow) - Able to work within the mindset of a global operating company with the need/target of standardization and automation of Infrastructure services - Able to take the technical lead in major incidents, ensure that root causes of issues are identified and that effective mitigations are applied - Able to interact/work closely with our Experts and Architects on network related topics - Provide out hours support to major incidents as part of an on call service