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 G