Global Network Operations Lead

About the role

The Global Network Operations Lead owns the operational health of the global network environment and may also provide day-to-day operational leadership for voice support capabilities, including WebEx Cloud Contact Center support.

Responsibilities

• Own 24x7 operational stability of the global network environment, including incident response coordination, escalation management, operational readiness, service health, and network reliability.
• Maintain global network availability, performance, capacity, resiliency, and incident trends to identify operational risks before they affect brands, restaurants, corporate users, or critical business services.
• Lead operational reviews, incident postmortems, and problem management activities to identify root causes, reduce repeat incidents, and improve long-term service reliability.
• Partner with regional teams, Tier 2 and Tier 3 support groups, vendors, and managed service providers to ensure timely response to high-priority incidents and operational escalations.
• Establish, maintain, and continuously improve global network operations standards across regions to ensure consistent execution and prevent operational fragmentation.
• Define and maintain standard operating procedures, runbooks, escalation paths, maintenance expectations, change readiness requirements, monitoring practices, and service management standards.
• Extend applicable operational standards to voice and WebEx Cloud Contact Center support teams where the scope is included.
• Ensure Tier 2 and Tier 3 operational teams follow consistent practices for incident management, problem management, change execution, vulnerability response, configuration management, and documentation.
• Identify regional or functional process gaps and drive standardization plans that improve control, visibility, reliability, and accountability.
• Align Tier 2 and Tier 3 operational execution with enterprise network, infrastructure, cybersecurity, and GETS strategy.
• Translate enterprise strategy into practical operational requirements, including runbooks, monitoring standards, tooling expectations, reporting needs, service review cadences, and escalation models.
• Drive remediation and resolution of audit findings, compliance requirements, cyber vulnerabilities, and operational risks related to the global network environment.
• Partner with GRC, Vulnerability Management, Cyber Defense, Infrastructure, regional teams, vendors, and service providers to prioritize remediation based on risk, business impact, and operational feasibility.
• Support operational evidence collection, control validation, audit readiness, and compliance reporting activities.
• Define operational requirements for network monitoring, observability, alerting, logging, ticketing, dashboarding, and reporting tools.
• Develop and maintain operational dashboards that provide visibility into global network health, voice support health where applicable, incident trends, remediation status, service performance, and regional execution.
• Use operational data to identify improvement opportunities, reduce recurring issues, and strengthen accountability across GETS, regional teams, and support providers.
• Cross-functionally lead global network operations practices within GETS.
• Provide coordination and guidance to support teams responsible for WebEx Cloud Contact Center if voice operations are included in the role scope.
• Influence regional teams, vendors, service providers, and internal partners to adopt common standards, tooling practices, and operational expectations.
• Facilitate cross-functional working sessions to resolve complex operational issues, remove blockers, and improve service reliability.
• Mentor less experienced team members and provide guidance on incident response, troubleshooting, operational discipline, documentation, and risk-based prioritization.
• Represent network and, where applicable, voice operations in service reviews, project discussions, risk forums, audit remediation reviews, and operational improvement planning.

Qualifications

• Strong experience supporting enterprise-scale or global network environments with 24x7 operational requirements.
• Deep understanding of network operations practices, including incident management, problem management, change management, escalation, service monitoring, operational reporting, and root cause analysis.
• Experience with enterprise networking technologies such as routing, switching, firewalls, VPN, SD-WAN, wireless, DNS, load balancing, network segmentation, cloud connectivity, and network monitoring platforms.
• Experience supporting voice, contact center, or unified communications operations is preferred; WebEx Cloud Contact Center experience is strongly preferred if voice scope is activated.
• Strong understanding of cybersecurity vulnerabilities, audit findings, compliance requirements, control evidence, and operational risk management as they relate to network and voice environments.
• Ability to create and maintain operational standards, runbooks, playbooks, escalation models, dashboards, and service management procedures.
• Experience coordinating Tier 2 and Tier 3 teams, regional operations groups, vendors, and managed service providers.
• Strong analytical and problem-solving skills, including the ability to assess impact, prioritize risk, identify root causes, and drive sustainable corrective actions.
• Ability to communicate complex technical and operational issues clearly to technical teams, business stakeholders, vendors, and leadership.
• Strong stakeholder management and influencing skills across regions, functions, and service providers.
• Experience with ITSM platforms, monitoring tools, vulnerability management tools, reporting dashboards, and operational governance processes.