Sr. Director, Network Infrastructure - 2000319
The Sr. Director, Network Infrastructure is responsible for the strategy and operational integrity of all aspects of the voice and data network. They are consulted on and contribute to the strategic vision of the organization and are expected a broad range of ideas and perspectives regarding networks and how they support applications and IT infrastructure at Santander. This individual will lead a team of engineers and specialist that are critically integrated with projects, operations and engineering. Since network is the technology fabric, it is expected that this role participate in incident and problem management for all areas of infrastructure and applications. This senior role provides leadership on complex architecture involving multiple disciplines by interacting, influencing and presenting to stakeholders, peers and senior management. S/he creates a work environment that enables team members to be their best and deliver on their accountabilities.
Participates as part of the Infrastructure Leadership Team to insure integrated strategies and operational excellence
Develops Network Strategy for the organization based on project and business initiatives
Represents the bank as subject matter expert for networks in internal audit and regulatory examinations
Responsible for personnel management, conducts performance reviews, competency development, and coaches staff
Lead a large team of individuals at various skill and experience levels to manage performance and team efficiency
Develops and manages budgetary planning and cost optimization strategies aligning to the business requirements and demand forecasting
Works with Vendor Management to optimize contracts and performance levels for all 3 rd party network agreements
Responsible for all areas related with Network and Voice infrastructure: WAN, LAN, WiFi, Datacenter, Corporate Telephony, Contact Center Telephony, etc.
Participate in Roadmap Development, Project Management, Incident Management and Problem management for all aspect of Network Communications
Accountable for all moves, adds, changes, upgrades and patches to strictly adhere to Change Management policies and procedures
Focuses on trending analytics for capacity and performance management to insure availability and reliability of the network
Ensures that all network and voice systems adhere to established SBNA policies, procedures, and standards for internal and external regulatory requirements
Support the ongoing maintenance of network and voice infrastructure by ensuring up-to-date vulnerability patches, software releases, maintenance of configurations in compliance with Santander Hardening Guides
Support and participate in all maintenance of Disaster Recovery/Failover scenarios plan and testing
Lead efforts working with Security in order to identifying risks and propose improvements to mitigate those risks
Interact with the monitoring teams, both internal and 3 rd party, to ensure that all the network and voice infrastructure is properly monitored and receiving alerts for events
Participate in regular roadmap workshops to keep a current and future technology vision for network infrastructure
Work with the applications and business groups to develop the proper Cloud Fabric to support the innovation of the business
Participate in the strategic planning and program development of the Contact Centers
Work with the business groups to direct and prepare studies to determine operational effectiveness and revise programs to increase quality and productivity
Accountable for the overall quality and integrity of the Contact Center Platform through monitoring scorecards and call pattern trending and analytics
Track and analyze contact center performance versus service goals/metrics; issues regular reports to senior management and business unit customers of performance versus goals and recommended actions
Ensure network reliability for contact center systems and applications
Ensure support for legacy contact center systems while managing seamless integrations into new systems and innovations as part of an agreed roadmap
Bachelor's degree in Information Technology, Computer Science, Information Security, or equivalent work experience in related IT field is required, with an advanced technology degree being preferred
15+ years of Network and Voice Engineering experience
10+ years of experience managing technical teams geographically distributed
Ability to provide hands-on technical and operational guidance to senior engineers.
Experience in large, complex financial institutions
Experience in audit and regulatory compliance having presented to Federal or other governing bodies
Evidential experience presenting to large groups of Executives for business cases and investment
Digital Transformation experience with architecting move to Cloud including security, performance, and other key aspects
Strong Cloud Infrastructure and Partner management experience for contracts and operational excellence
Strong communication and influencing skills where you can explain ideas from different perspectives to technical and non-technical audiences
Capable of managing competing priorities and making the right trade off based on business impacts
Extreme focus on customer experience and continuous improvement
Demonstrated ability to build and maintain partnerships at every level and manage those relationships
Advanced reasoning competencies for analytics and demand forecasting
Extensive knowledge and background in network and voice infrastructure including contact center and multi-tiered office/branch topology
Deep knowledge of vulnerability, security policies and perimeter protection
Proven successful track record with ITIL standards like Change Management, Incident Management and Problem Management
Extensive experience with monitoring and trending analytics tools relating to capacity planning and demand forecasting
Bilingual English/Spanish is highly desired competency
At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.
Massachusetts-Dorchester-2 Morrissey Boulevard - 06367 - Columbia Park-Corp
Jun 18, 2020, 5:15:40 PM
AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO
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