The Network Engineering Manager role leads a team in designing and implementing networks, installing managing common network devices, and troubleshooting common problems.They work closely with network vendors to ensure systems are secure, reliable, and efficient.They primarily perform as 2nd tier operational support in Service Operation processes for all network related systems. The technology portfolio supported by the team includes Cisco hardware and software including but not limited to Catalyst Switches, ASR routers, ASA firewalls, Wireless LAN Controllers, VPN Concentrators, AnyConnect,Cisco ISE, OpenDNS.

Management Activities – 50%

Develop and maintain support processes specific to daily workflow of the team

Manage resource allocation activities of the team across service operations, recurring operational duties and project availability

Audit processes and work with the team to address failures in the processes whether through continual process improvement or education and training

Follow the AHC Standard Management Approach in measuring and reporting on key performance indicators relative to support areas and processes

Provide scheduled briefings to senior management on performance metrics

Leverage process improvement methodologies such as DMAIC and Lean Six Sigma to improve processes and performance outcomes

Perform all required AHC administrative responsibilities for direct reports including but not limited to annual performance reviews, performance development plans, mentoring, and developing the team

Strategy – 5%

Schedule, lead and participate in reviewing vendor solutions to address workflow requirements of the business and clinical departments

Provide expertise to identify and translate business workflow into network configuration requirements

Planning and Design – 5%

Follow PMBOK best practices in the planning and design of network hardware and software implementations

Follow ITIL best practices in the planning and design of new network services for the organization

Assist with requirements data gathering and analysis as needed

Assist with the development of technical reference architectures that illustrate the entire topology of a system or service including communication requirements and system dependencies

Assess and communicate risks associated with network related investments and purchases

Review network changes for the environment and provide input on the technical impact of the changes

Participate in efforts to identify, recommend, develop, implement and support cost-effective technology solutions for all aspects of the organization.

Implementation and Transition – 10%

Follow PMBOK best practices in the implementation and transition of network hardware and software implementations

Participate in the creation of detailed work breakdown structures for the implementation of network upgrades and implementations

Support PMBOK best practices in tasks execution and system implementations

Facilitate conversations across AHC employees and vendors and other support teams while implementing or upgrading technology platforms

Follow change and release management processes

Operational Support – 30%

Perform service operational tasks including but not limited to fulfilling support requests, resolving incidents, providing access, evaluating events, and managing problems.

Perform necessary routine recurring tasks associated with the daily maintenance and support of the network portfolio.

Maintain an accurate understanding of operational time commitments and provide availability to support project based implementations.

Maintain a comprehensive understanding of network infrastructure lifecycle, technical architecture, data, configuration and, operational support requirements

Provide network portfolio support in the timely resolution of technology incidents while adhering to SLA prioritization and success measures – including 24x7 on call support

Key contact to other IT resource teams for technical issues related to network services

Investigate network portfolio interoperability issues and develop risk mitigation plans for existing and new network solutions

Help identify and quantify the impact of technology decisions

Assisting in defining and implementing IT policies, procedures and best practices

Work with end users and other support staff to configure, troubleshoot and maintain all layers of networks

Maintains detailed charts, diagrams and flow charts outlining network systems, hardware, interfaces and configurations.

Documents operational and support procedures to ensure the overall integrity of networks.

Complete necessary internal reporting and reports status to various levels of management and client representatives

Ability to take a flexible work schedule and be on call after hours (as part of Information Technology Team rotation schedule)

Position Requirements

Formal Education & Certification

Network + or similar certification required

A+ or similar certification required

A Bachelor’s degree in the field of computer science or information technology is preferred

ITILv3 Foundations is preferred

At least one of the following: Cisco Certified Network Associate (CCNA) and Cisco Certified Network Professional (CCNP) or similar networking certification

At least one advanced level networking certification such as Cisco CCIE) Enterprise Infrastructure or CCIE Enterprise Wireless

Knowledge & Experience

3+ years leading teams in implementing and supporting Cisco network technologies

8+ years of experience implementing and supporting Cisco networks in an enterprise environment

Good understanding of Cisco products and solutions including Cisco AnyConnect,Cisco ISE, OpenDNS

Good understanding of computer systems characteristics, features, and integration capabilities

General knowledge of information systems, hardware platforms, enterprise software applications, and outsourced systems management

Good understand of IT project management principles and PMBOK best practices

5+ years of experience working in the healthcare industry or mission critical industry is preferred

Personal Attributes

Mission driven individual with strong values that align with the AHC mission

Ability to work in a fast-paced critical patient care driven organization

Customer Service orientated individual

Strong oral and written communication skills

Must be able to critically think and present arguments in an articulate manner

Ability to articulate ideas to both technical and non-technical addressees

Exceptionally self-motivated and directed

Desire to learn and adapt to new technologies