Manager Network and Systems Administration
Provides leadership and oversight to the Network / Systems Administration group. Provides ongoing network / systems administration support including installation, maintenance and troubleshooting of hardware, software, applications and connectivity components. Provides technical support and advises on the use of programming tools, database systems and networks. Provides support to address availability and reliability issues on various systems (that is, Linux, Unix, Windows, Mainframe, Mac) across multiple locations. Operational responsibilities include remediation of daily incident tickets, systems compliance, systems run enhancement, testing, staging, policy / procedure enhancement, customer contact coordination and operational recommendations.
Bachelor's Degree or equivalent work experience required. Typically has 6-8 years of experience in Network and Systems Administration and typically 0-2 years leadership experience. Fluent business English skills (Written and spoken).
- Provides day-to-day leadership, guidance, and technical direction to Network / Systems Administration teams across global operations.
- Acts as the primary escalation point for critical incidents, ensuring timely resolution, structured communication, and minimal business impact.
- Ensures effective use of ticketing systems, enforcing SLA adherence, proper documentation, and tiered resolution processes.
- Drives major incident management, including coordination, troubleshooting support, and post-incident reviews (RCA & corrective actions).
- Leads efforts to improve network and systems reliability, availability, and operational efficiency.
- Manages and governs planned changes, upgrades, and maintenance activities, ensuring minimal disruption to business services.
- Provides hands-on technical support and guidance during complex issues, outages, and high-risk changes.
- Develops, standardizes, and enforces operational processes, SOPs, and best practices across teams.
- Coaches, mentors, and develops team members to enhance technical capability and incident handling skills.
- Defines and tracks operational metrics (e.g., SLA compliance, MTTR, incident trends) and drives continuous improvement initiatives.
- Partners with cross-functional teams (e.g., DevOps, Security, Vendors) to resolve issues and improve service delivery.
- Ensures monitoring tools and alerting mechanisms are effective, actionable, and aligned with operational priorities.
- Maintains oversight of infrastructure health, capacity, and readiness to support business growth and resiliency.
- Provides regular reporting and insights to senior leadership, including risks, trends, and actionable recommendations.
Required Qualifications