Job Title: Network Manager
Location: UK + SA
Reporting to: Head of Infrastructure
Overview:
Reporting to the Head of Infrastructure you will be responsible for the day-to-day management and overall strategic goal setting of the enterprise network topology that encompasses Teleperformance Call and Data Centre network fabric, and associated Engineering teams. The role is of a hybrid nature and will require hands-on activities whilst maintaining oversight, control, and guidance. You will be responsible for delivering operational excellence and robust uptime performance to meet the needs of the business and its associated customer base, along with ensuring the geographical region of UK+SA are optimally configured and safeguarded against the cyber threat landscape and align to Teleperformance’s global security standards and best practices. The role will also ensure the operational adherence, and certification where applicable, to such standards as PCI-DSS, ISO27001 and Cyber Essentials Plus, and will drive change through innovation and best practices, whilst maintaining a commercial awareness to overall cost management and spend control.
Duties and Responsibilities:
- Implement, configure, analyse, and support the company's internal and external IP transit network which includes the local area network (LAN) and wide area network (WAN) and ensure it is fit for purpose, stable, secure, and positioned for growth.
- Manage a team of network engineers spread over UK , South Africa and India (offshore CoE resource), providing leadership, mentoring and performance management as required.
- Maintain security policies and protocols, to ensure the safety and integrity of company data, assets and general cyber landscape; this involves working with the EMEA Teleperformance security teams and procedures.
- Work with wider EMEA teams to develop standards and consistent ways of working and ensure integration of off-shore teams (Indian GBS) into core operating model.
- Manage firewalls and other network security devices to prevent unauthorized access to the company's network and align with vendor best practice and associated advisories.
- Maintenance of corporate network assets including routers, switches and WiFi elements ensuring they are maintained to a high standard.
- Ensure optimal running of the WAN backbone across all regions within scope, and that configuration is resilient and can carry real-time traffic such as voice, video and critical applications.
- Participate with the design and operational network management of the EMEA Cloud Compute zones, namely Azure and AWS.
- Consult with Solution Architecture team for business roadmap and strategic initiatives. Contribute to the bid management process by providing technical information, guidance and pricing of the network infrastructure along with participating in client engagements where appropriate.
- Monitor network performance, capacity, connectivity and compliance requirements.
- Identify and troubleshoot any issues that arise ensuring a robust and efficient network environment exists delivering high quality traffic delivery.
- Ensure compliance to Cyber Essentials Plus standards, ISO2701, PCI-DSS and another other internal or external certifications requirements in terms of network elements and overall network resource pool.
- Work with the Head of Infrastructure to identify, recommend and implement new technologies that can improve the efficiency and effectiveness of Teleperformance’s network infrastructure.
- Work with the appropriate teams to conduct internal and external vulnerability and penetration tests to identify any network security risks and address issues as required.
- Assist in conducting internal and external audits, remediating findings where appropriate.
- Develop, implement, and support the testing of IT disaster recovery and business continuity plans to ensure that Teleperformance UK + SA can continue to operate in the event of an outage or other disruption.
- Manage relationships with vendors and service providers to ensure that all network-related contracts are fulfilled, and service level agreements are met.
- Provide technical support to staff and other stakeholders as needed.
- Maintain documentation of network architecture, procedures, and protocols to ensure that all stakeholders have access to up-to-date information about the network infrastructure.
- Ensure all network elements are in life and in a supported status.
- Manage a 24 x 7 On Call Support rotation.
- Manage network-related projects, ensuring they are delivered on time and within budget.
- Stay abreast of the latest technologies and trends in network engineering and security, implementing best practices to maintain a competitive edge. Find and leverage Adapt automation as much as we can.
- Lead, maintain and enhance monitoring tools and leverage self-service and healing options with dashboard circulated to relevant wider parties with IT.
Qualifications and Skills:
- Minimum of 10 years network engineering, delivery, implementation experience.
- Minimum of 5 years experience manager a geographically disperse network team.
- Operated a voice enabled network and familiar with traffic shaping, QoS and traffic classification and low latency delivery.
- Familiar with and has experience with delivering varying BPO client traffic in a secure manner.
- Will require security clearance that will be sponsored by Teleperformance as needed.
- Advanced understanding and experience in VPN technologies and network routing protocols such as BGP, OSPF, EIGRP.
- Extensive experience of varying WAN topologies such as P2P, MPLS and SD-WAN.
- Worked with and established on-ramp services to cloud Computing nodes such as AWS & AZURE.
- Experience of operating and running diverse data centre fabrics.
- Supported a remote agent / staff work at home model through secure means, including Cisco AnyConnect and MFA technologies of agent pools greater than 2000.
- Advanced experience in handling a wide array of Cisco, Merakai, FortiNet, Palo Alto and Juniper platforms.
- Familiarity with network security protocols and policies, including firewalls, intrusion detection and prevention, and access control.
- Experience in developing networking monitoring solutions using such tools as SolarWinds and other industry leading elements.
- Preferred knowledge of Cisco ISE.
- Knowledge of Cyber Essentials Plus, ISO27001 and PCI-DSS standards and requirements.
- Excellent analytical, problem-solving, critical thinking and communication skills.
- Ability to work independently and collaboratively with other members of the IT team.
- Strong and proven leader with interpersonal skills.
- Clear and concise communication when interfacing with senior leadership.
- Works well under pressure.
- Ability to drive solutions with minimal interactions from senior team.
- Commercially aware of the importance of cost optimization and efficient vendor management.
