Associate Director - Cloud & Infra Management

Role Summary

The Network Service Delivery Manager is responsible for managing end to end network service delivery with a focus on operational excellence and client communication The role requires strong expertise in LANWAN WiFi and Network security combined with service Management skills and tool expertise This position ensures stable network operations and aligns with ITIL v4 Service Practices

Key Responsibilities

Manage end to end network infrastructure service delivery ensuring alignment with SLAs KPIs and overall performance metrics
Oversee daily operations across LAN WAN WiFi and perimeter security while acting as the primary escalation point for timely issue resolution
Lead Incident change and Problem management processes in accordance with ITIL v4 Standard ensuring operational stability and compliance
Leverage Network tools for realtime monitoring ing and root cause analysis to support proactive issue detection and resolution
Collaborate with cross functional teams on issue resolution upgrades and automation initiatives while driving continuous service improvements
Maintain clear communication with clients and stakeholders provide guidance to support teams and ensure all documentation SOPs diagrams Reports is up to date

Required Skills experience

11 to 15 years in network operations and service delivery
Strong knowledge of LAN WAN Wireless Network Security Cisco Fortinet
Expert in Network tools
Familiarity with service delivery tools ticketing SLA reporting
Excellent communication and stakeholder management
Proven leadership in managing teams and escalations

Key Competencies

Strong interpersonal and stakeholder management skills
Analytical thinking and problemsolving mindset
Ability to work in highpressure environments with 247 operations
Strong documentation and presentation skills
Processdriven approach with attention to compliance and governance

Certifications

ITIL v4 Foundation
Cisco Certified Network Associate
CCNA Good to have