VP NOC Systems & Automation

About the position

As part of the Technology Operations Organization, the Vice President of Operations Systems and Automation is responsible for overseeing initiatives to drive operational scale, responsiveness, reliability, team collaboration and service enablement by implementing systems and automation. The team will collaborate across customer care, product, CTIO and network services to integrate internal OSS/BSS platforms, ISP/OSP network elements, customer facing products and ticketing systems. This leader will drive the adoption of automation tools and technologies to streamline service management processes and will identify areas for process automation and implement solutions to reduce manual effort and improve efficiency. The VP's leadership and expertise will be critical in maintaining a strong foundation for system reliability and performance while enabling a superior customer experience.

Responsibilities

• Integrate OSS/BSS platforms, ISP/OSP network elements, customer facing products and ticketing systems to proactively detect and route service impacting issues to appropriate teams.
• Develop platforms that provide visualizations and correlations of key systems metrics to isolate and pinpoint performance and customer impacting issues.
• Speed incident response by developing diagnostic tools to assess severity and business impact of potential issues in the technology operating environment.
• Improve incident communications by automating manual tasks and integrating collaboration tools.
• Identify opportunities for automation across service management processes, including incident triage, mitigation, root cause analysis, and resolution.
• Implement tools and scripts that can be used to mitigate common problems and manage customer traffic across redundant paths.
• Design and implement network automation and orchestration solutions using tools like Ansible, Python, or SDN technologies.
• Leverage AI and ML algorithms to analyze service data and identify patterns, trends, and opportunities for improvement.
• Implement AI and automation solutions to reduce operational costs and improve productivity.
• Implement best practices for software development, including Agile methodologies and DevOps principles.
• Work with Team Lead / Product Management to define, prioritize, and ensure a ready backlog of work for an agile product team.
• Provide leadership and guidance to the Software Development, Service Desk, ITSM, Analytics, and Ticketing Tool Management teams.
• Manage vendor and service providers to ensure deliverables meet commitments.
• Manage P&L for technology operations along with budgeting and planning of capital projects.
• Build and develop multi-year strategic plan driving implementation and innovation to achieve full automation of Technology Operations.

Requirements

• Bachelor's degree in Technology, Engineering or related field of study. A Master's degree is preferred.
• Minimum fifteen years' industry experience, with a minimum ten years of leadership experience, specifically within a 24/7 operations.
• Previous experience leading a large-scale service delivery organization is required.
• Experience with business process improvement methodologies such as Kaizen and/or Six Sigma.
• Expert level experience in Network Operations including risk management and compliance.
• Experience develop and deploying automation leveraging artificial Intelligence (AI) and machine learning.
• In-depth knowledge of ITIL framework and certification is highly desirable.
• Experience leading automation projects and teams in complex capital automation projects.
• Demonstrated experience in change management and leadership in a DevOps model for both cloud and on-premise platforms.
• Experience implementing and overseeing configuration management tools and processes for large enterprise that delivers technology.
• Comprehensive knowledge of industry regulations, compliance frameworks, and data privacy laws.
• Exceptional leadership, communication, and interpersonal skills with a track record of building and motivating high-performance teams.
• Strong analytical and problem-solving abilities, with a results-oriented approach to decision-making.
• Ability to collaborate effectively with cross-functional teams and manage vendor relationships.

Benefits

• Competitive salary based on skills and experience.
• Starting pay rate/range at time of hire for this position is $178,500.00 - $255,000.00 / year.