Director, Network Operations

Johnson & Johnson is recruiting for a Director of Global Network Operations, located in Singapore.

The Director of Network Operations leads and is accountable for Network Services and the Digital Command Center in the Asia-Pacific region. This role will be accountable for the staff, operation, availability, reliability, technical performance, and financial performance of these services. The team reporting into the Director will consist of a matrix organization with administrative and functional employees (approximately 12-15+ employees), approximately 10 contractor positions and large outsourced managed services teams.The Director is responsible to ensure global network services, digital command center and monitoring services are operating at a high level of performance and available during ASPAC business hours and weekends as part of a global follow-the-sun support model. The Director will be responsible to meet business partners needs/requirements and ensure of successful business outcomes.

The leader selected for this role will be expected to lead transformational change of network and digital command center services in the region and contribute to the global network services eco-system. The leader selected must have a very strong technical background in network services, have a passion for continuous improvement, root cause analysis and Problem Management, IT Service Management discipline, as well as inventory and configuration management. The leader will also be expected to forge strong relationships with business partners in-region and be the single point of contact leader in-region representing Global Network Services.

**Key Responsibilities**:

- Lead and is accountable for network and digital command center services in the ASPAC region. Ensures of highly available and high performing network services supporting business functions and partners. Provides a leadership single point of contact for all network services and fulfils business partner needs and requirements for network services. Ensures a very high level of consistency and standardization of the processes executed, adhering to all applicable Quality requirements set forth by the company. The regional team is responsible for global network operational issues outside of their region during ASPAC business hours.
- Drives and communicates network services strategy for the ASPAC region
- Deep collaboration with Regional TS Leaders and business partners, is a member of the Regional TS LT and is the directly responsible individual from the Network services team to drive reliability improvements for Network Services in ASPAC.
- Accountable for the performance of service providers, including Managed Services providers, telecommunications providers, hardware/ software providers, etc.
- Actively and continuously measures and reports on key metrics and indicators which result in action plans to address issues before they become business-impacting. Drives to identify preventative actions to avoid repeat issues.
- Works with peer Network Engineering and Network Delivery teams to ensure that planned changes meet expected standards and follow all required processes, especially change management and documentation requirements.
- Works closely with peer TS organizations to ensure fast resolution to complex IT issues which may be rooted in any number of IT functional areas. Peer groups include Compute Infrastructure, End-User Services, Business Technology (BT) groups, etc.
- Takes proactive measures to reduce costs wherever possible, while managing and maintaining availability and quality of the network.
- Develops and executes continuous improvement plans to support proposed improvements.
- Ensures that the skills and capabilities of the teams are maintained and evolved to meet the changing IT network landscape.
- Provides leadership, mentoring, and career guidance to matrixed employees in the region.

**Qualifications**:
**Education**:
B.S. in Engineering, Computer Science, Telecommunications, or related degree.

**Experience and Skills**:
Required:

- 8-10+ years of relevant work experience specifically in the area of network services for a large multi-national company
- Specific knowledge and experience providing network services leadership in the Asia-Pacific region for at least 5 years
- Broad and extensive technical knowledge and direct experience with data network, voice, and contact center services. Hands-on experience in early career
- Experience working with the following service management disciplines: Service Introduction, IT Service Management, Incident management, Problem management, Change Management
- Highly experienced leading network services teams in a large enterprise network
- Highly technical with deep “hands on keyboards” experience
- Extensive experience overseeing Managed Service Providers
- Excellent collaborator working in matrix orgs
- High energy and drive for continuous improvement

Preferred:

- M.S in Engineering, Comput