Head of Network Services Operations

Head of Network Services, Infrastructure Services

This is a 24/7 operations support role, partnering with outsourced service providers to ensure network availability, performance, and security. The position is located in our Atlanta office, not remote.

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

About the Role

This is a 24/7 operations support role, partnering with outsourced service providers to ensure network availability, performance, and security. The position is located in our Atlanta office, not remote.

Responsibilities

• Managing issues proactively, including timely resolution and the identification of remediation opportunities. Identifying and resolving systemic issues to prevent them from repeating.
• Change Management: Perform necessary change management activities and notifications, ensuring smooth transitions and minimal disruptions
• Incident Analysis: Lead GNOC efforts and conduct Root Cause Analysis when needed to address issues and improve processes
• Operational Coordination: Coordinate with Network Operations to ensure proper turnover and monitoring of new equipment, ensuring operational continuity
• Stakeholder Engagement: Attend conference calls to explain proposed changes, seek approvals, and address any concerns
• Record Maintenance: Maintain accurate and up-to-date records, including IP addresses, project tool statuses, drawings, and asset inventories
• Reviewing and approving any request prioritizations. Partnering with managed service providers ensuring delivery against agreed upon service levels and striving to continually improve overall service delivery of operational activities.
• Creating and maintaining internal documentation to bring consistency, repeatability, and efficiency to the day-to-day operations.
• Establishing and maintaining standard operating procedures to maximize efficiency and measure key performance indicators, consistently working to improve those metrics.
• Develop and maintain vendor governance processes to maximize the value of delivered services and optimize operations.
• Assist in evaluation, design, testing and implementation of Network technology solutions and line of business applications.
• Play an advisory role in IT projects to ensure that proposed solutions are in-line with operational capabilities of Network services tower.
• Maintain lifecycle and currency of Network equipment and services.

Requirements

· Bachelor’s degree in computer science or similar areas of study, or a directly related field with 10 or more years of work experience.

· Technical Knowledge: Strong understanding of Cisco Routing/Switching/Wireless technologies, Palo Alto Firewalls, F5 Load Balancers, BlueCat DDI, cabling systems, and data communications

· Troubleshooting Skills: Strong problem-solving abilities, with a focus on identifying and resolving technical issues efficiently

· Communication Skills: Excellent oral and written communication skills, with the ability to convey complex technical information in a clear and concise manner

· Collaboration: A capable individual contributor with the ability to work effectively with other departments and coordinate activities

· Customer Service Orientation: Strong customer service skills, essential for building and maintaining positive relationships

· Experience with outsourced vendor and vendor contract management, including SLA review.

· Experience identifying operational issues and recommending and implementing strategies to resolve.

· Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

· Deep understanding of enterprise IT support, service management frameworks (ITIL, COBIT), and modern ITSM tools (ServiceNow preferred).

· Prior experience in design, implementation and operations of IT Network soluti