Network Operations Global Lead

Network Operations Global Lead

Job Summary:

The Network Operations Lead – Associate Director is responsible for leading the global operations of EY’s enterprise network infrastructure, including WAN, LAN, and WiFi, supporting over 400K users across 650+ offices in more than 150 countries. This role provides strategic and operational leadership to drive service stability, performance, and continuous improvement across network operations. It oversees major incident and outage management, change and problem management, and ensures adherence to service excellence standards. The role partners closely with product engineering, monitoring, and vendor teams to enhance network observability, enable proactive issue detection, and drive reliability improvements. As a senior leader, it acts as the highest point of escalation for complex network issues, while also leading global teams, influencing stakeholders, and driving transformation initiatives to ensure resilient, scalable, and business-aligned network services.

Job Description

• Provide leadership, direction, and oversight for day-to-day global network operations, ensuring high availability and performance of WAN, LAN, and WiFi services across all EY locations.
• Ensure consistent delivery of seamless network connectivity to enable employees to effectively utilize business applications, including M365 services.
• Act as the primary escalation point for critical network issues, driving timely resolution and maintaining service stability.
• Lead advanced troubleshooting and restoration activities for complex network incidents, applying deep technical expertise to minimize downtime.
• Drive adoption of best practices in service management tools (e.g., ServiceNow), AI and Agentic AI solutions to improve incident resolution times and enhance user perception.
• Implement and continuously enhance processes for error-free change execution, configuration management, and operational readiness.
• Monitor and drive improvements in network performance metrics, ensuring adherence to SLAs and key operational targets.
• Lead monthly operational reviews, identifying trends, gaps, and opportunities to improve network reliability and user experience.
• Proactively reduce incident volumes and outage durations through data-driven improvement initiatives.
• Collaborate closely with network product engineering and cross-functional IT teams to enhance network infrastructure stability, scalability, and resilience.
• Provide thought leadership in identifying emerging risks, trends, and opportunities for enhancing network performance.
• Advise business and IT stakeholders on network capabilities, best practices, and strategic improvements.
• Drive service management excellence by ensuring vendors meet defined SLAs and performance expectations.
• Govern managed service providers delivering network operational support, ensuring alignment with EY standards and objectives.
• Champion innovation and transformation within Network Operations by driving automation initiatives and modern operational practices.
• Enhance network observability capabilities to enable proactive detection and resolution of issues before business impact occurs.
• Promote adoption of advanced monitoring and analytics to improve operational insights and decision-making.
• Ensure all operational activities comply with EY policies, IT service processes, and regulatory requirements.
• Maintain adherence to operational readiness standards, minimizing risk and ensuring consistent service delivery.
• Lead, mentor, and develop a high-performing global team, fostering a culture of accountability, collaboration, and continuous learning.
• Manage staffing, performance reviews, and alignment of roles and responsibilities based on individual strengths and business needs.
• Provide coaching and guidance to ensure team effectiveness and alignment with organizational objectives.