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Senior Manager, Network Services

Position Name: Senior Manager, Network Services
Department: IT
Location: Watsonville, CA

Job Description

The Senior Manager of Network Services is responsible for the Network Services department supporting approximately 320 Stores, the Rock Hill and Hollister Distribution Centers (DC), and the Watsonville Service Center (WSC). A Network Engineer will report directly to this position. This senior manager will be responsible for planning, communicating, and executing to agreed upon strategy, and will provide consistent, reliable, and predictable service results. The position will work closely with technical, applications, security, and 3rd party support vendors. Responsibilities include the LAN, MAN, WAN, DC, Store networks, and related infrastructure technology. Network Services will be responsible for change management, and problem management notification and escalation, as well as leading root cause analysis efforts, to name a few. Responsibilities include negotiating Operational Level Agreements (OLA’s), Service Level Agreements (SLA’s), and measurement of appropriate key performance indicators that will help drive the West Marine business and IT strategies. Will be responsible for project management, and planning, while working with project teams, or leading project efforts with key business stakeholders and IT business area owners (both in the areas of business and technology). The senior manager will have a proven track record of managing diverse technical staff and resources in multiple projects, though all life-cycle phases and will be required to establish direction and standards. The candidate must demonstrate management proficiency in a multi-site network services role. The candidate must also have substantial experience upgrading or replacing enterprise voice and data systems. Candidate expertise includes running network services and staff, including development of processes, documentation, and associate training.

Job Requirements

  • Provide technical management for the company's 24x7 local, wide and metropolitan area production networks, voice systems, and associated infrastructure technologies.
  • Manage staff with responsibility for voice and data infrastructure, and 3rd party vendor support
  • Architect and implement high-quality technical solutions to meet business requirements that are cost-effective
  • Medium and long range (3- 5 years) strategic planning and delivery to achieve business goals
  • Implement network security, utilizing tools and techniques in support of company objectives and policies
  • Provide leadership for network infrastructure initiatives which include developing project plans, assign and manage resources, identify and solve problems, and meeting deliverables
  • Establish baseline performance and availability measurements
  • Proactively monitor and report on performance and availability metrics for the network infrastructure
  • Evaluates, reports and recommends new and emerging network technologies
  • Conducts financial analysis to support strategic planning on IT system purchases and upgrades
  • Builds strategic partnerships with various support and service vendors
  • Communicates status of activities with the team, peers, management, and end-users.
  • Coaches and mentors employees, providing career and professional guidance as necessary
  • Creates, reviews and approves performance evaluations and manages corrective action fairly, consistently, and routinely
  • Develops and performs routine best practices maintenance service and support for the enterprise supporting PCI and SOX in a retail environment
  • Leads and manages all technology refresh strategies
  • Security architecture and management of firewalls and associated CISCO network infrastructure
  • Manages TCP/IP, DHCP, DNS, routing protocols, on Cisco routing & switching platforms among others
  • Manages network and monitoring tools, and protocol analyzers.
  • Develops, manages, and implements wireless and mobility products such as 802.XX in a store, DC, and store environment
  • Deep understanding of network related products that include Firewalls, VPN, MPLS, VoIP, and PBX systems
  • Ability to write proposals to meet strategic company and department requirements
  • Customer services focused attitude
  • Ability to work as a team member, and work across a matrixed internal and external project team(s)
  • Highly flexible to rapid environment changes
  • Embraces new opportunities to bring new technology into the organization
  • Create and maintain process and documentation, including but not limited to detailed procedural documentation for network operations, upgrades, patching, backups, etc.
  • Work to automate processes via automation tools to continuously improve
  • Coordinate all coverage to ensure adequate support and networking coverage 24x7x365
  • Builds relationships with key stakeholders throughout the business, and helps to identify and resolve business issues, and to discover new areas for continuous improvement
  • Support new store openings, as well as WSC and DC technical support services, supporting desktop functions and necessary peripherals that support the business
  • Develop internal and external OLA’s and manage vendor performance

Educational Requirements

  • Bachelors degree in MIS or Computer Science, or Business Management
  • 7 + years Voice and Data Management experience with large companies, supporting multiple CISCO and other vendor technology infrastructure, that includes remote site support
  • Retail Networking and support experience managing local and remote network technologies
  • Previous PCI and SOX remediation and compliance expertise
  • Excellent customer Service Management skills
  • Excellent written and verbal communication skills
  • Proficient skills in MS Office Suite (Word, Excel, PowerPoint, Access, Visio, and Project)
  • Excellent employee development skills (ability to hire, direct, inspire, educate, support and retain full time and part time quality personnel)
  • Certifications to include (CCNA, CCNE, CCNP, CCIE, CISSP)
  • Internet computing, systems security and user administration best practices experience


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