12791 Sr. Network Operaton Engineer Service Delievery Manager (Bilingual Japanese)

Rightstaff - Plano, TX

Full-time - Mid Level

Plano, TX

Professional, Scientific, and Technical Services

About the position

The Sr. Network Operation Engineer (Bilingual Japanese) is a pivotal role within our client's organization, responsible for managing all aspects of network operations. This includes overseeing vendors and partners to ensure that network operation services meet established goals. The ideal candidate will possess extensive experience in managing enterprise networks, including architecture design, implementation, migration, and operational management. The technologies involved in this role encompass LAN, WAN, Wireless, Network Security, Audio Visual, Voice systems, and Server/Storage/Backup systems. This position demands a commitment to 24x7x365 network operation service management, requiring flexibility to work various shifts, including holidays, weekends, and evenings, particularly during severe network incidents. The Sr. Network Operation Engineer will also play a crucial role in managing customer relationships, including contracts and service level agreements, and will be responsible for building and maintaining strong relationships with key customers. Leadership, guidance, and direction will be provided to network operation support staff, serving as the escalation point for customer inquiries and ensuring high-quality customer support. Key responsibilities include ensuring that all service deliverables are clearly defined and communicated, serving as an escalation point for network operation issues, and taking ownership of network service delivery. The engineer will review service level reports to identify exceptions and recommend solutions, coordinate service delivery functions with operational activities, and maintain a positive working environment while encouraging high ethical standards among team members. Additionally, the role involves preparing cost estimates for resources and managing issues, risks, and change controls while communicating project status to management and stakeholders.

Responsibilities

• Ensure that all service deliverables are clearly defined and communicated internally and externally.
• Serve as an escalation point to resolve network operation issues and coordinate resolution of high impact issues.
• Take over network operation supports fully from network implementation team after the cutover/change of new network environment.
• Take ownership of network service delivery and be responsible for providing excellent network operation services to customers and achieving the organization's goals.
• Review service level reports to identify service exceptions, failures, gaps, trends and recommend medium to long term solutions.
• Coordinate service delivery functions with operational activities, resources, and processes that provide support for troubleshooting, maintenance, provisioning, and technical assistance.
• Have the authority to make quick decisions to resolve customer issues and work with various teams to identify issues and implement measures from a network service delivery perspective.
• Create trouble report and route cause analysis in the event of major outages.
• Lead defined and regular reporting sessions to meet performance targets.
• Responsible for providing a reporting support platform for services that enhance customer operations.
• Keep management informed of project progress and problems, particularly as needed to change in schedule, resources, and scopes.
• Maintain a positive working environment. Maintain and encourage high ethical and moral standards among the team members.
• Work closely with the users and technology workstreams to identify requirements.
• Prepare cost estimates for staff resources, vendors, consultants, hardware, and service costs (i.e. WAN, Internet, voice circuits, etc.).
• Manage issues, risks, change controls, and status reporting.
• Communicate project status regularly to the management and project stakeholders.
• Provide decision support for project sponsors, decision-makers, and stakeholders involved in network operation management.

Requirements

• Japanese/English bilingual
• 7+ years of hands-on work within large-scale enterprise networking environments.
• Fundamentals of Networking and demonstrated experience supporting large-scale enterprise network environments.
• Good level understanding of TCP/IP routing and switching, along with network design best practices (CCNP Level).
• Good level understanding of dynamic routing (OSPF, EIGRP, BGP, etc.), Network Security (Firewall, NAC, etc.), Switching topologies on both Wired/Wireless networks, and Cloud/Virtual networking (CCNP Level).
• Ability to interface with business areas and effectively translate business needs into technology-based business solutions.
• Strong customer service orientation.
• Having strong passion to improve technical/non-technical knowledge/skills in order to fulfill customers' expectations.
• Strong leadership, coaching, behavioral reinforcement.
• Strong organization and analytic skills.
• Excellent problem-solving skills.
• Strong collaboration and relationship management skills.
• Excellent Microsoft Office skills, including the products and web-based business applications.