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GENERAL SUMMARY OF POSITION: 

The Director of Network & Telecom Operations is an integral position within the IT Department. Reporting to the Associate Chief Information Officer of Infrastructure Services, this role will be responsible for teams involved in fault management and response, service and escalation management, development Network Security, VoIP, Remote Access, Routing, Switching, Load Balancing, Enterprise wireless, and Application Networking, and project execution. The ideal candidate for this position will be an advanced Network and Telecom technical leader, who is results-oriented, process driven, and has a strong passion for service availability, ensuring both the success of the ongoing operations, as well as meeting the demands of rigorous SLAs. The Director of Network & Telecom Operations will be responsible for delivering both the strategic and tactical structure needed to support and operate a high volume, high-transaction, dynamic 24/7/365 NOC environment. The Director of Network & Telecom Operations will also responsible for leading the frontline Network and Telecom Operations, which encompasses 24/7/365 Systems and Application Monitoring.

MAJOR RESPONSIBILITIES:

• Responsible for recommending, developing and implementing new or additional Network and Telecom solutions as appropriate for the organization and customers
• Development and maintenance of the network security architecture, technology patterns and roadmap priority used in the delivery of Enterprise Network services
• Enforcement of network security architecture and best practices design, implementation and operational standards
• Development and evolution of the network trust model and standards (wired and wireless network, mobile, Cloud, network virtualization, etc.)
• Assessment of proposed application and/or infrastructure design specifications to ensure alignment with security architecture, standards, patterns and industry best practice
• Collaborate with other architects and product stewards to effectively apply security principles as part of the design process, approving security configuration and installation of the overall solution
• Determine security requirements by evaluating business strategies and needs; researching information security standards; studying architecture/platform; identifying integration issues; preparing cost estimates and business cases
• Develop and report on metrics for the performance of the NOC
• Deliver constant improvement in real-time identification and resolution of real-time problems; brings a deep attention to process, training and actions necessary to support cutting time off of outages and issue detection, response and recovery
• Implement and enforce industry standards and best practices within the Network and Telecom Operations
• Act as the escalation point from customers, compiling supporting data, and reporting back to customers
• Identify areas for process, quality and efficiency improvement within the NOC; recommend prioritized enhancements with supporting details to Change Control Board and oversees implementation
• Ensure processes and procedures (e.g. reporting, patches, updates, call answering/handling, and training) are in place to support scalable growth
• Create, implement, and manage an on-boarding and off-boarding process for all customers and business partners

• Analyze new VoIP technologies and make recommendations for progressive migration our current infrastructure

• Conduct regularly scheduled meetings with NOC team to review performance against SLAs
• Regularly review monitoring systems to ensure accuracy and to identify needs and trends for support issues. Ensure adequate coverage for 24/7/365 environment so that the network infrastructure is running effectively at all times which includes continuous monitoring of all services, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage 
• Ensure department meets very aggressive network availability and ticket handling objectives
• Develop, refine, and document NOC policies, processes, procedures, and associated systems requirements and drive their implementation and use 
• Ensure department is meeting all Security Compliance requirements
• Manage CheckPoint firewall rule sets and effectively communicate firewall rule changes to ensure applications are capable of successfully traversing across firewalls
• Create and maintain documentation of processes, network configurations, and systems detailing locations and configurations for all assigned projects
• Inform the IT department and all levels of management of planned and unplanned system outages in a manner consistent with established communication, escalation and change control policies
• Promote and ensure compliance with professional standards, industry standards for technology development, and UMMS policies and procedures
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in an Information Technology, Information Security discipline, or equivalent experience
• 10 years of progressive networking and telecom technology experience is required
• 4 years of experience as a security architect or principle engineer, focused on network security in a large enterprise is required
• 4 years managing teams of engineers responsible for operating high volume, high availability networks
• Experience with IT control frameworks
• Be able to manage multiple, complex projects simultaneously
• Demonstrated advanced-level proficiency in configuring and troubleshooting in LAN, WAN, routers and switches, and other network technologies
• Must have experience reviewing packet captures, studying network traffic flows and reading interface statistics to identify network connectivity and performance problems affecting Voice and Video over IP communications
• Must have knowledge of fault-tolerant production network design, redundancy, network monitoring systems, security best practice and identifying and eliminating single points of failure
• Able to implement solutions to build, improve and expand our VOIP based network elements
• Demonstrate strong verbal and written communication competence, including demonstrated experience in presentation to diverse audiences up to executive level.

ADDITIONAL COMMENTS:

• Demonstrated advanced-level proficiency and understanding of Cloud network topologies and architecture
• Preferred experience with Network and DevOps implementations for Cloud and on-premise based solutions including the utilization of Infrastructure-as-Code.
• Network CI/CD automation and pipeline experience preferred
• Knowledge of and experience with network technologies including Palo Alto and Check Point Firewalls, Transit Gateway, Application Gateway, and Web Application Firewalls (WAF)
• Extensive experience with LAN and WAN technologies protocols and services, advanced routing and switching, voice and telephony solutions.
• Experience with 802.11 wireless, 802.1x, and Network Access Control (NAC). Understanding of Network Industry Standards and Network Security Practices (SOX & PCI). Experience with IP PBX Trunking and SIP Connect.
• Top-level IT industry security or control certifications such as CISSP , CRISC or CISM is a plus
• Experience working across a team tasked with design and implementation of cloud concepts and services.
• Strong interpersonal and communication skills
• Ability to communicate effectively in writing

SUPERVISION RECEIVED:
Under the direction of the Associate Chief Information Officer or designee

ENVIRONMENTAL WORKING CONDITIONS:
Usual office environment