The DevOps Manager leads and oversees the operational management and support of global network services across J&J’s operating companies within each region. J&J’s network environment includes global Enterprise Data Centers and sites with emerging technologies (e.g. SDN, SDDC and Virtualization) as well as foundational network services (e.g. Data routing/switching, Voice, Video, WLAN, IPAM, remote access, load balancing, Contact Centers, and Cabling) within a complex and multi-vendor environment. The DevOps Manager is responsible for Managed Service Providers’ day-to-day performance and overseeing Incident, Problem, Continuous Improvement, Release Management, Change Management, and Problem Management. The DevOps Manager will be responsible for business relationships and remediate any escalations. The DevOps Manager will participate in discussions, pilots, experiments, design considerations, and data analysis with engineering and deployment teams to ensure of continuous improvement and provide regional specific requirements.
Responsible for overall delivery of data network and voice services. Provide management of network operations across multiple technology domains (Voice, Video, Data, Call Center, and network applications). This includes tracking of network performance and capacity as well as making recommendations to improve site health. Oversee and coordinate network Pri1’s and critical issues to ensure the Managed Service Provider is restoring service as quickly and efficiently as possible. Ensure Incident Management is achieving the goal of fast and efficient restoration of services. Receives escalations and manages issues. Provide input to the Reliability Process within the Network domain. Responsible for Change Management performance including Change quality and technical review / approval of Changes for break/fix situations
Utilize advanced analytics for continuous improvement and ensure best in class network performance through proactive and predictive network monitoring and controls. This includes management of the operational technologies, tools, metrics, and processes required to support the network domain. Track network performance and capacity and make recommendations. Provide input for operational metrics and dashboards. Closely partner with engineering and deployment teams to ensure of feedback and input of regional specific requirements. Participate in pilots, experiments, and provide input for design considerations.
Partner with other TS organizations to deliver end to end process excellence resulting in more robust infrastructure services. This includes collaborating with ISRM and other vendors for risk management. Operationalize technologies and processes
Fosters and maintains customer relationships with Business IT units to understand and respond to customer’s operational needs. Coordinate site health assessments and manage remediation of network infrastructure opportunities.
Provide input for the development of operational ITIL standards, policies, and guidelines Manage the development of requirements for Service Providers to ensure appropriate standards, policies, and guidelines are included
Ensure of service acceptance for deployed infrastructure
Technically direct suppliers to maintain SLA's
TAO for operations servers / apps
Bachelor’s Degree or equivalent experience
8-10 Years Related Experience
Proven experience managing complex Network infrastructure within data centers and remote locations, unified communication technology and call center operations required
Technical knowledge and experience with converged infrastructure, switching / routing in a large and complex network, DHCP, DNS, IP, IP management tools, network management applications, WAN routing, WAN/LAN/Wireless LAN topologies, MPLS and other WAN technologies, unified Communication, IPT, traffic shaping / QoS, EIGRP/BGP, multimedia/VoIP solutions (SIP), firewalls, and contact center technology
Strong knowledge of Routing and Switching; strong understanding of Routing Protocols (OSPF, EIGRP, and BGP) and Gateway Redundancy Protocols (HSRP, VRRP, and GLRP)
Strong knowledge of VoIP, Multicast, STP, VTP and Virtual LAN’s and Trunking (VLAN’s); Network Security (ACL’s, IPSec Tunnels), Firewalls (Security Appliances), Netflow, IPSLA, and VPN technologies
Proven vendor management experience
Excellent written and oral communication skills
Proven analytical, evaluative, and problem-solving abilities
Ability to effectively prioritize and execute in a high-pressure environment
Exceptional customer service orientation
Extensive experience working in a team-oriented, collaborative environment
Proven experience in network and infrastructure Service
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