Senior Manager, Network Operations

Job Title
Senior Manager, Network Operations

Vacancy No
VN6750

Company Name
Compugen Inc

Work Location
Richmond Hill, ON

Base Pay Range
To be discussed during the recruitment process

Job Details

Senior Manager, Network

About Compugen
Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference.

How you'll make a huge impact here - and in your career:

• Lead and Manage the Network Level 3 Support team.
• Function as an escalation point for the customer and Compugen internal teams.
• Proactively assisting with solving recurring incidents, problem tickets and issues to the betterment of the customer's environment.
• Active involvement and proactively advise on all changes happening within the customer's environment to provide insight.
• Proactively coordinate with other Compugen Departments and third-party vendors as needed. Understand all third-parties tied to the customer and understand key stakeholders.
• Ensure incidents and applicable support requests are resolved by team with a sense of urgency.
• Maintain an in-depth understanding of Compugen's Managed Services infrastructure operations management processes and practices and ensure they can speak on behalf of Compugen to the customer.
• Lead team in development of creation of Runbooks and Method of Procedures (MOPs).
• Proactive review of team Workloads, Runbooks and MOPs to find opportunities to optimize operations by implementing automation and other process improvements.
• Continuous education and maintaining with the technology changes and trends in the industry, with our vendors and our customers.
• Maintaining an acute focus on customer satisfaction, including liaison with the service delivery teams while ensuring that they meet stated goals and KPIs, and are delivering appropriate service levels.

What will you be measured on:

• Team performance, skill development and coaching.
• Resource planning and team time allocation tracking accuracy.
• Internal and external customer satisfaction and experience.
• Following internal and customer policies, standard procedures and maintaining necessary compliance.
• Review and approval of Change Requests being executed by your team.
• Providing monthly, quarterly and annual operational reports to be able to provide team and customer insights.

Skills and qualifications you'll bring:

• A Computer Science degree or equivalent in experience.
• Strong leadership and communication skills.
• Superior organization skills and a strong attention to detail.
• Be effective at managing multiple projects/tasks of varying complexities, meeting deadlines and working well under pressure, along with proven analytical and creative problem-solving abilities.
• Excellent written and verbal communication skills, and ability to communicate complex ideas to a variety of audiences.
• Knowledge of systems security and best practices.
• A strong understanding of ITIL practices.
• Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
• Excellent technical design and documentation skills and be able to mentor your team and other peers.
• Experience working in a Data Centre environment and working with IaaS, PaaS, SaaS, SDWAN platforms.
• Experience and proven understanding a solid understanding of LAN, WAN and Internetworking.
• Experience and a solid understanding of Switch, Firewall, Load Balancing, Wireless Networking, SDWAN configuration, troubleshooting, administration, and implementation.
• High Level Certifications with Cisco/Meraki, Fortinet, Aruba, and Palo Alto are an asset.
• Bilingual in English and French is an asset.

What you'll love about us:

Every day, over 1500 dedicated employees across Canada focus on providing exceptional customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting innovative IT solutions that delight thousands of customers.

We value and celebrate the diversity of our team and welcome applications from racially visible persons, Indigenous peoples and persons of the LGBTQ+ community.

Most importantly, we love to work hard, and we love to have fun. We're in it to win it.

Equity Statement

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish, and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs. #LI-RB1