Senior Network Operations Shift Lead - Work Flow Coordinator, WFC

Location: Heredia Costa Rica

Time Type: Full time

Job Description

Senior Network Operations Shift Lead (Workflow Coordinator - WFC)

The Opportunity: We are seeking an experienced Senior Network Operations Shift Lead (WFC) to deliver operational excellence for the global network and other infrastructure platforms. Operating within a "follow-the-sun" model, you will be responsible for the command-and-control function for a global team of network and infrastructure analysts across regions. This role demands not only exceptional leadership in operational coordination but also technical experience to guide incident resolution and uphold the highest standards of service delivery within a complex, high-pressure environment. If you thrive on leading critical operations and ensuring seamless global network stability and performance, this role is for you.

Key Responsibilities:

• Global Operational Command & Control: Lead and direct shift activities, serving as the primary operational and technical authority. Maintain active oversight of incident management, task assignments, and overall operational alignment across the global network and other infrastructure platforms, as required.
• Technical Leadership: Act as the technical decision-maker for incident escalations, managing risks and guiding the team to seamless resolution of high-impact issues. Engage Technical SMEs, escalation teams, senior management, and other stakeholders as required for critical incidents.
• Team & Workload Management: Strategically assign incident queues and tasks to technical resources, optimizing workload distribution, enhancing team capacity, and adjusting dynamically to incident volume and operational demands.
• SLA & Performance Assurance: Oversee and track Service Level Agreement (SLA) metrics and Key Performance Indicators (KPIs), ensuring strict adherence to operational standards and proactive resolution of any deviations. Drive accountability for exceptional service delivery quality.
• Seamless Global Handovers: Coordinate effortlessly with Shift Leads in other regions to ensure smooth transitions and continuous operational coverage, meticulously documenting ongoing incidents, tasks, and escalated items.
• Critical Action Approval & Oversight: Approve high-risk network actions, such as major circuit failovers, verifying all preconditions to minimize potential disruptions. Ensure meticulous logging of all critical approvals and actions for compliance and post-incident analysis.
• Effective Stakeholder Communication: Ensure timely, accurate, and clear communication with all key stakeholders, including support groups, application teams, and management, providing easily digestible updates during outages and critical events.

What You'll Bring:

• Experience: 5+ years of hands-on experience in enterprise Network Operations within a large-scale global environment, including significant experience leading global team members and command-and-control capacity.

Advanced Networking Expertise:

• CCNP level knowledge and experience (or equivalent) is required; CCIE certification level is highly desirable.
• Deep operational expertise and troubleshooting proficiency across multiple network technologies and vendors.
• Extensive experience with Cisco Platforms, including IOS, Nexus NX-OS, Cisco SD-WAN architecture, etc.
• Intermediate familiarity with Juniper JUNOS and Arista EOS.
• Intermediate knowledge of load balancing technologies (e.g., F5, Citrix NetScaler).
• Complex Troubleshooting & Resolution: Proven ability to troubleshoot, diagnose, and resolve highly complex hardware and software issues across diverse network environments (Cisco, Nexus, Arista, Juniper, F5, Citrix, Checkpoint, Palo Alto).
• Critical Network Operations: Demonstrated experience executing complex network failovers for all routing protocols, including BGP, OSPF, and EIGRP, in critical production environments.
• Leadership & Coordination: Exceptional ability to manage and coordinate global technical resources, optimize workload, and maintain accountability in a dynamic, high-pressure, 24/7 environment.
• Communication & Decision-Making: Outstanding communication skills, capable of explaining complex technical issues to both technical and non-technical audiences, coupled with decisive leadership in incident management.
• Process Adherence & Improvement: Strong commitment to operational procedures, with the ability to identify and address process breaches and contribute to continuous improvement.
• Proven ability to remain effective and composed in fast-paced, stressful situations.
• Desirable familiarity with other domains such as Cloud (AWS, Azure, GCP), Virtualization, etc.
• Experience with network automation tools and scripting (e.g., Python, Ansible) will be a plus

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