Global Network Operations Lead

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. The role is accountable for maintaining reliable operations, preventing fragmentation across regions and support teams, improving operational maturity, and ensuring risks are addressed with clear ownership and urgency.

This is a senior individual contributor / functional lead role. The position is expected to work independently with minimal guidance on nearly all assignments, influence practices and procedures, act as a resource for less experienced team members, and lead smaller workstreams or phases within broader enterprise initiatives. The role does not own final enterprise architecture decisions, long-range budget decisions, or broad people-management accountability unless formally assigned.
 

1. Global Network Operational Stability
• Own 24x7 operational stability of the global network environment, including incident response coordination, escalation management, operational readiness, service health, and network reliability.
• Monitor 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.
 

2. Voice Operations and WebEx Cloud Contact Center Support
• Provide functional leadership for Voice Operations support teams if the scope is activated, with primary focus on WebEx Cloud Contact Center support operations.
• Align voice support teams to consistent incident, escalation, triage, documentation, change-readiness, and service health practices.
• Coordinate support execution for WebEx Cloud Contact Center issues, including service-impacting incidents, recurring problems, vendor escalations, configuration-related support needs, and operational readiness activities.
• Partner with contact center stakeholders, vendors, managed service providers, Network Engineering, and business teams to maintain service continuity and improve support outcomes.
• Ensure voice operations support practices are integrated into broader GETS operational rhythms, reporting, risk escalation, and service review cadences.
 

3. Operational Standards and Consistency
• 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.
 

4. Enterprise Strategy Alignment
• 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.
• Partner with Network Engineering, Security Architecture, Security Engineering, Infrastructure, Cloud, GRC, and regional technology teams to ensure operational practices support broader technology and cybersecurity objectives.
• Provide operational input into network and voice operations roadmaps, tooling enhancements, service improvement plans, and risk reduction initiatives.
 

5. Risk, Audit, Compliance, and Vulnerability Remediation
• Drive remediation and resolution of audit findings, compliance requirements, cyber vulnerabilities, and operational risks related to the global network environment.
• Include voice and WebEx Cloud Contact Center operational risks, compliance needs, support gaps, and remediation activities where the role’s voice scope is activated.
• 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.
• Track remediation owners, target dates, dependencies, evidence requirements, and closure status to ensure risk items are addressed within agreed timelines.
• Support operational evidence collection, control validation, audit readiness, and compliance reporting activities.

6. Monitoring, Tooling, and Reporting
• Define operational requirements for network monitoring, observability, alerting, logging, ticketing, dashboarding, and reporting tools.
• Ensure monitoring coverage aligns to critical services, priority network assets, business impact, escalation requirements, and risk indicators.
• Support service health visibility for WebEx Cloud Contact Center and related voice operations capabilities where in scope.
• 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.
7. Cross-Functional Leadership
• Serve as a trusted operational lead for 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.
 

Required Skills
• 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.
 

Qualifications
• Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Network Engineering, Telecommunications, or a related field, or equivalent work experience.
• Typically 5+ years of relevant experience in network operations, infrastructure operations, cybersecurity operations, voice operations, contact center support, or a closely related technology function.
• Experience supporting global or multi-region network operations in a complex enterprise environment.
• Experience supporting WebEx Cloud Contact Center, enterprise contact center platforms, unified communications, or voice operations preferred.
• Experience driving remediation of audit findings, compliance gaps, cyber vulnerabilities, and operational risks.
• Experience aligning internal teams, regional stakeholders, vendors, and managed service providers to common operational standards.
• Relevant certifications such as CCNP, CCNA, ITIL, CISSP, CISM, CompTIA Security+, Cisco Collaboration, WebEx, or cloud networking certifications are preferred but not required.

 Salary Range: $110,500 - $129,900 + bonus eligibility + comprehensive benefits