A) Responsibilities- Network Service Manager

Handle network based service requests, change requests, evaluation of proposed projects, incident reviews
Monitor and respond to requests posted in Service Now iDemand and other portals Provide expert guidance and support to SOM NW AM team and colleagues in other organizations
React in timely, accurate and clear manner
Manage Network Service Providers- orders, discussions, clarifications, incidents, escalations, requests
Manage project and process improvement actions and efforts
Excellent written and verbal communication skills
Maintain and expand technical subject knowledge
Provide functional advice to and integrate services of operational staff or semi-professional colleagues.
Participate in weekly team meetings, present Internet access topic information sessions
Interface with Partner Engagement team on customer requests and recommendation requests
Maintain and expand technical knowledge in the internet, remote access topics
Support SOM NW AM team in all advanced internet topic issues
Collaborate with regional leads in in EMEA and DE, and with Global Topic Lead

B) Required Knowledge/Skills, Education, and Experience

Minimum Bachelors Degree in engineering or computer science, or equivalent work experience
Minimum ten years in the IT networking functional area
Must have minimum 3 to 5 years working with network provider(s) or within a corporate IT department.
Knowledge in key network services: LAN, WLAN, Remote Inbound Access, Internet Outbound Access, DHCP, DNS, and others
Must have experience in two or more areas: operations, engineering, design of corporate enterprise networks
Must be able to travel to customer meetings, provider meetings, training, workshops. Domestic (4-6 per year), and international (1-2 per yr).

D) Knowledge, Skills, Education, and Experience

BS/BE in related discipline, or advanced degree, where required, or equivalent combination of education and experience. Certification may be required in some areas.
Industry network certifications are an added benefit (4 yrs)
Experience in data center design (2 yrs)
Experience in network and application performance analysis (2 yrs)
Experience using network and application performance monitoring and troubleshooting tools and techniques (4 yrs)

IT Service Mgmt Prof. - App. 1