Network Operation Engineer (Service Delivery Management)

Summary: Sr. Network Operation Engineer (Bilingual Japanese) will need to manage all aspects of the network operations including vendors and partners to achieve goals on network operation services with an enthusiastic willingness to contribute. The Sr. Network Operation Engineer must have rich experience managing enterprise networks, architecture design, implementation, migration, and operation management, which may involve the following technologies: LAN, WAN, Wireless, Network Security, Audio Visual, Voice systems, Server/Storage/Backup systems, etc. This position requires supporting 24x7x365 network operation service management and may need to join the team on various shifts including holidays, weekends, and evenings in case of severe network incidents. The Sr. Network Operation Engineer is also expected to manage customer relationships including contracts and service level agreements and is responsible for building and maintaining relationships with key customers. This position will provide leadership, guidance, and direction to leads, network operation support staff members, and be the escalation point for customer inquiries, and provide high quality customer support. Essential Functions: Ensure that all service deliverables are clearly defined and communicated internally and externally. Serve as an escalation point to resolve network operation issues and coordinate resolution of high impact issues. Take over network operation supports fully from network implementation team after the cutover/change of new network environment. Take ownership of network service delivery and be responsible for providing excellent network operation services to customers and achieving the organization's goals. Review service level reports to identify service exceptions, failures, gaps, trends and recommend medium to long term solutions. Coordinate service delivery functions with operational activities, resources, and processes that provide support for troubleshooting, maintenance, provisioning, and technical assistance. Have the authority to make quick decisions to resolve customer issues and work with various teams to identify issues and implement measures from a network service delivery perspective. Create trouble report and route cause analysis in the event of major outages. Leads defined and regular reporting sessions to meet performance targets. Responsible for providing a reporting support platform for services that enhance customer operations. Keep management informed of project progress and problems, particularly as needed to change in schedule, resources, and scopes. Maintain a positive working environment. Maintain and encourage high ethical and moral standards among the team members. Works closely with the users and technology workstreams to identify requirements. Prepares cost estimates for staff resources, vendors, consultants, hardware, and service costs (i.e. WAN, Internet, voice circuits, etc.) Manage issues, risks, change controls, and status reporting. Communicates project status regularly to the management and project stakeholders. Provide decision support for project sponsors, decision-makers, and stakeholders involved in network operation management. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Minimum Qualifications and Competencies: Japanese/English bilingual 7 years of hands-on work within large-scale enterprise networking environments. Fundamentals of Networking and demonstrated experience supporting large-scale enterprise network environments. Good level understanding of TCP/IP routing and switching, along with network design best practices (CCNP Level) Good level understanding of dynamic routing (OSPF, EIGRP, BGP, etc.), Network Security (Firewall, NAC, etc.), Switching topologies on both Wired/Wireless networks, and Cloud/Virtual networking. (CCNP Level) Serve as an escalation point to resolve network operation issues and coordinate the resolution of high-impact issues. Take over network operations support fully from the network implementation team after the cutover/change of the new network environment. Take ownership of network service delivery- Ensure that all service deliverables are clearly defined and communicated Ability to interface with business areas and effectively translate business needs into technology-based business solutions. Strong customer service orientation. Having strong passion to improve technical/non-technical knowledge/skills in order to fulfill customers' expectations. Strong leadership, coaching, behavioural reinforcement Strong organization and analytic skills Excellent problem-solving skills Strong collaboration and relationship management skills Excellent Microsoft Office skills, including the products and web-based business applications. Work Environment: This job operates in a professional office environment, which may include working remotely. This role routinely uses standard office equipment. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit; stoop; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Position Type/Expected Hours of Work: This is a full-time position. Occasional evening and weekend work may be required as job duties demand. Travel: This position requires up to 20% travel. Some of the travels are international.