Gautam Buddha Nagar, Uttar Pradesh
Job Summary
We are seeking a seasoned Network Operations Manager / Delivery Manager to lead the end-to-end operations, service delivery, governance, and transformation of the Mercedes Benz global network infrastructure landscape under HCLTech\'s Managed Services engagement. The role owns service delivery accountability across LAN, WLAN, WAN (xBMC backbone), DDI (Infoblox & Cygna Labs), spanning Category A, B, and C sites globally (~70 DDI sites). The incumbent will act as the single point of accountability to Mercedes Benz leadership for SLA/KPI performance, transition & transformation (T&T) execution, financial governance, resource management, and continuous service improvement (CSI), while driving the Cisco DNAC and Aruba Central rollout as part of the transition roadmap.
Key Responsibilities
Service Delivery & Operations Management • Own end-to-end delivery accountability for Mercedes Benz Network Operations covering LAN, WLAN, DDI, Guest Access services in a dual-vendor (Cisco ~90% + HPE/Aruba) environment. • Ensure 100% SLA/KPI adherence across Incident, Problem, Change, and Request Management processes. • Drive P1/P2 incident bridges, RCA closure, and permanent problem resolution with defined evidence gates. • Govern Change Management through Doer-Checker model, CAB participation, and weekend/holiday implementation oversight. • Ensure audit readiness across all ITIL processes, security, and compliance controls. 2.2 Transition & Transformation (T&T) Leadership • Lead the Mercedes Benz transition from the incumbent provider — including shadow/reverse shadow, knowledge acquisition, tooling setup, and cutover planning. • Own the Cisco DNAC and Aruba Central setup roadmap during transition — resource planning, milestone tracking, risk management, and stakeholder reporting. • Coordinate with Solution Architects, Transition Managers, and Client SPOCs to ensure zero-disruption cutover into BAU. • Establish operational SOPs, runbooks, escalation matrices, and governance cadences for steady-state operations. 2.3 Client Relationship & Governance • Serve as the primary escalation and governance SPOC for Mercedes Benz stakeholders across geographies (EMEA, Americas, APAC — aligned to EBMC/AmBMC/ABMC backbones). • Chair Daily / Weekly / Monthly / Quarterly Governance Reviews (DSR/WSR/MSR/QBR) with client leadership. • Publish executive dashboards covering SLA performance, incident trends, change success rate, CSI initiatives, and financial health. • Manage CSAT/NPS improvement plans and act on client feedback proactively. 2.4 Financial & Commercial Governance • Own P&L accountability for the Mercedes Benz network tower — revenue assurance, cost optimization, and margin governance. • Manage chargeback models (E-code / C-code), CIM vs RA reconciliation, cost-neutral FTE allocation, and PRF governance in alignment with HCLTech\'s Leveraged Managed Services (LMS/LSM) framework. • Drive automation-led FTE optimization and quantify productivity savings for client business cases. • Support RFP/RFC/change orders, scope expansion, and upsell/cross-sell opportunities with the Account Executive and Solutioning teams. 2.5 Workforce & Talent Management • Lead a multi-tier delivery team (L1 / L2 / L3 / SMEs) across onshore and offshore locations. • Own hiring, onboarding, appraisal, coaching, training, and certification planning for the entire tower. • Drive skill gap analysis and mitigation plans across Cisco (Catalyst, Nexus, WLC, DNAC), HPE/Aruba (CX, Central, Airwave), and DDI (Infoblox, Cygna Labs). • Champion cross-skilling, upskilling, and pyramid optimization to sustain a cost-neutral, high-performing team. • Manage attrition, backfills, PRF pipeline, and coordinate with HR / TAG / Resource Management for timely fulfilment. 2.6 Continuous Service Improvement (CSI) & Innovation • Define and execute the CSI roadmap — automation, AIOps, self-healing, proactive monitoring, and shift-left initiatives. • Drive adoption of Automation, and CI/CD pipelines for network operations. • Track and publish CSI benefits realization (FTE savings, MTTR reduction, ticket avoidance). • Establish an innovation council with the client to co-create value beyond the contracted scope. 3. Mandatory Technical & Domain Knowledge The role is not hands-on but requires good architectural and operational understanding to challenge, guide, and steer the L2/L3/SME teams. Domain Required Understanding LAN/WLAN Cisco C
Skill Requirements
Cisco Routing/ Switching/ Wireless/ DDI/ SDWAN/ Cisco Catalyst Center/ Aruba Central/ Aruba Networking- Switching & Wireless
Other Requirements
Other Requirement : LAN/WAN/ Wireless
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