Shift Operations Manager

Role Overview:

The Shift Operations Manager plays a crucial role in our Network Operations Center, overseeing a designated shift and ensuring round-the-clock support. This position entails managing a diverse team, ensuring operational excellence, and collaborating across departments to maintain service stability.

Key Responsibilities:

·         Lead and maintain the operational delivery for Cloud, Network, Voice, and Data Center services.

·         Oversee 24/7 support, ensuring alignment with ITIL practices.

·         Administer and manage network, cloud, and voice infrastructure.

·         Ensure compliance with Alcon's performance metrics and service agreements.

·         Prioritize tasks based on business impact, ensuring timely resolution.

·         Safeguard data and infrastructure in line with Alcon's security protocols.

·         Mentor and guide junior team members, fostering a collaborative environment.

·         Work closely with Engineering and Service Desk teams to refine service delivery.

·         Diagnose and resolve technical issues, maintaining infrastructure performance.

Benefits of Working with Us:

·         Engage in dynamic, agile work environments.

·         Be part of Alcon's new Network Operations Center initiative.

·         Collaborate with passionate professionals.

·         Opportunities for cross-functional growth and mobility within the organization.

·         Experience an international, collaborative workplace.

Who We're Looking For:

·         Individuals with deep knowledge in network infrastructure, routing, and LAN/WAN environments.

·         Experience with a range of network devices and troubleshooting.

·         Leadership experience, particularly in managing analyst teams.

·         Bachelor’s degree in Management, Telecommunications, or IT.

·         5+ years in network device management, with specific expertise in various network, voice and cloud technologies.

·         Availability for rotating shifts and ability to work at the Alcon Mexico City AGS location at least 3 days per week or as per location policy.

Preferred Qualifications:

·         Strong skills in collaboration within a matrix organization.

·         Experience in managing critical outages and driving process improvements.

·         Proficiency with ServiceNow, ITIL certification, and telecom solutions.

·         Knowledge in configuring and troubleshooting network environments, cloud operations, and data center management.

Shift Details:

Standard shift: 9:30 am to 6:30 pm Mexico City time. Hours may vary based on business needs.

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.