Global Network Operations Manager (Site Lead)

Permanent, full-time, hybrid (3 days per week in an office).

Connecting clients to markets – and talent to opportunity.

With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we’re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

At StoneX, we offer you the opportunity to be part of an institutional-grade financial services network that connects companies, organizations, and investors to the global markets ecosystem. As a team member, you'll benefit from our unique blend of digital platforms, comprehensive clearing and execution services, personalized high-touch support, and deep industry expertise. Elevate your career with us and make a significant impact in the world of global finance.

Business Segment Overview: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Position Purpose: We are seeking a Global Network Operations Manager (Site Lead) with a passion for leading diverse teams across US, EMEA and APAC with a focus on impacting overall team success. This person will display effective time management though the use of enterprise tools provided to establish and track both project and BAU initiatives. They will work closely with the AD of Network Systems to deliver top-tier customer experience for our customers.

Technology Ecosystem:

• Network: Cisco ASA, Palo Alto firewalls, Cisco routing/switching, Network protocols
• Technologies: BGP, EIGRP, OSPF, MPLS, VRF, QoS, PBR, VSS, HSRP, STP, WAN, Cisco Nexus
• Operational: Cisco Meraki, SD-WAN
• Enterprise tolls: ServiceNow, Jira etc.
• Cloud: AWS, Azure
• Automation and orchestration tools: Terraform, Ansible, and/or Python

Responsibilities

Primary duties will include:

• Managing the daily tasks, projects, and overall workload of a global team of operations leads, engineers, and senior engineers, whose role it is to service and solve the organization’s requests.
• Maintain, manage, and clear ticket queues of office and individual needs submitted. Keep within SLA/expectations with a goal of 100% adherence.
• Work with regional team leads to drive and assigns projects to engineers as appropriate and participates/owns projects as necessary.
• Attends Change Approval Board calls, maintains team change management discipline and ensures engineers adhere including drafting rollback strategies.
• Attends IT Incident and Problem Management calls, follows up to ensure all operational issues are properly addressed, documented, and processes are strengthened based on learnings.
• Participates in architectural reviews to identify operational components to be considered; offer suggestions to architecture that will encourage highest operational performance including but not limited to HADR vs DR, hardware sizing suggestions, and complementary manual/automated processes that will ease daily operation. Suggest approval/disapproval to Leadership group. Explain projects to engineers for best implementation.
• Build operational processes post approval of architectural plans presented by the Architecture group and ensure final delivery can be seamless and sound. Identify periodic (daily/weekly/monthly) maintenance cycles to ensure ongoing proactivity of support.
• Working with local area managers as required to ensure global staff team members are well mentored and supported.
• Build, implement, manage, and measure periodic checklists that maintain system operational health including regular/periodic code updates, managing bug fix deployments, and determining out-of-service dates for hardware and software based on firm guidelines and cost-effectiveness standards.
• Primary owner in the event of a critical event/request; point of contact to establish open communication lines and suggest next steps to Leadership to immediately dampen effects.
• Build and maintain strong technical documentation including a standard operating procedure manual. Cross-train staff for full support globally in all instances. Ensure periodic updates of regular/repeated activities.
• Works with Network Operations Team Leads to compile monthly BAU metrics and presents to Director of Infrastructure. Identifies trends in ticket submissions that may suggest architectural underpin problems or automation opportunities, to turn over to Network Architecture team.
• Manage and analyze the effectiveness of annual recurring contracts on behalf of the Associate Director. Suggests contract change based on actual experience and continued demand/need.
• Identify, suggest, acquire, and implement toolkits that will achieve automation in lieu of human effort, where appropriate.
• Ensure engineers are implementing solutions that fix at the core, to avoid recurrence whenever possible
• Works with AD to provide monthly KPI’s using team performance metrics pulled from enterprise tools such as ServiceNow.
• Determine 24 X 6.5 strategy for proper support relative to market need, per geography. Strive as much as possible for “follow the sun” staffing strategy.
• Provide regular feedback to engineering staff on performance and areas of excellence as well as improvement.
• Review workloads submitted to project management toolkits to ensure balance of workload.
• Meet with other operational managers to ensure a seamless cross-infrastructure operational cadence. Interface/Collaborate with other IT leaders as needed.
• Responsible for engineer career pathing, training, and project opportunity management to ensure a “bullseye” in relation to compensation, experiences, training, and good management experiences. Provides regular feedback. Conducts semiannual reviews for total compensation including annual writeups and merit/role-expansion increases balanced with bonuses for exceptional in-year performance.
• all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.

Qualifications

To land this role you will need:

• 2+ years’ experience managing/leading global network infrastructure operations teams/resources.
• 10+ years’ experience providing Network Engineering support.
• 5+ years’ experience managing relationships with senior technical customers.
• 5+ years’ experience managing/supporting Cisco routing/switching.
• 5+ years’ experience supporting Cisco ASA/Palo Alto firewalls.
• 3+ years’ experience working with cloud-based infrastructures (AWS & Azure).
• 3+ years’ experience supporting F5 load balancers.
• 3+ years’ experience supporting Arista switching + CloudVision.
• Experience with enterprise-level SaaS tools for technical management (ServiceNow, JIRA, etc.).
• Experience understanding and maintaining enterprise monitoring tools (SolarWinds, etc.).
• Extensive experience with the following technologies BGP, EIGRP, OSPF, MPLS, VRF, QoS, PBR, VSS, HSRP, STP, WAN Optimization technologies, and Cisco Nexus.
• Experience configuring and maintaining Cisco ISE in an enterprise environment.
• Experience with automation and orchestration tools (Terraform, Ansible, and/or Python.).
• Operational experience with SD-WAN solutions would be a plus.
• Operational experience with Cisco Meraki (SD-WAN and Wireless) would be a plus.

Education / Certification Requirements: 

• min. bachelor’s degree in Computer Science, Information Technology, Network Engineering etc. or Management Information Systems degree or equivalent years of experience/certifications.

Working environment: -

• Hybrid (2 days from home, 3 days from the office) at ul. Mogilska 35, Cracow