Deputy Manager-Operations II Circle lead role II New Delhi

Job Purpose

The Circle Branch Operations Team Lead is responsible for ensuring uninterrupted network operations across all SBI branches within the assigned circle. The role includes managing branch incidents, coordinating with Telecom Service Providers (TSPs), Network Infrastructure (NI) teams, field engineers, and stakeholders to achieve SLA compliance and improve service availability.Key Responsibilities1. Branch Network Operations

• Monitor branch network health and service availability.
• Ensure timely restoration of branch isolation, WAN, LAN, and device-related incidents.
• Monitor Primary and Secondary WAN links.
• Ensure branch uptime as per agreed SLAs.

2. Incident Management

• Manage Branch Isolation, Link Down, and Device Failure incidents.
• Prioritize incidents based on business impact.
• Coordinate with BMC/ITSM teams for ticket lifecycle management.
• Ensure incidents are updated with accurate progress, ETA, and closure remarks.

3. First Level Troubleshooting (FLT)

• Coordinate with Branch Managers and SBI officials.
• Verify:
• Branch operational status
• Power availability
• UPS health
• DG availability
• Local network issues
• Update FLT findings in incident tickets.

4. Telecom Service Provider (TSP) Coordination

• Coordinate with:
• BSNL
• Airtel
• Sify
• Reliance Jio
• Vodafone Idea
• Escalate delayed restorations.
• Track restoration ETA.
• Ensure timely field engineer deployment.

5. Field Operations Management

• Allocate field engineers.
• Monitor engineer movement.
• Validate site visit reports.
• Ensure quality restoration.
• Escalate unresolved issues.

6. SLA & KPI Management

• Monitor SLA compliance.
• Reduce Mean Time to Restore (MTTR).
• Monitor Mean Time to Respond (MTTA).
• Track recurring branch outages.
• Publish SLA dashboards.

7.  / VUNet / BMC Operations

• Validate API-created tickets.
• Ensure correct routing to TSPs.
• Monitor integration failures.
• Coordinate with automation teams.

8. Reporting & MIS

• Publish daily operational dashboards.
• Share Circle-wise branch isolation reports.
• Track pending incidents and ageing.
• Present weekly/monthly performance reports.

9. Stakeholder Management

• Coordinate with:
• SBI Circle Office
• LHO Team
• National NOC
• TSP Operations
• OEM Support
• Field Teams
• Participate in bridge calls and major incident reviews.

10. Continuous Improvement

• Identify recurring issues.
• Drive preventive maintenance.
• Recommend automation opportunities.
• Support process improvements.

Key Performance Indicators (KPIs)

• Branch Network Availability (%)
• Incident SLA Compliance
• MTTR (Mean Time to Restore)
• MTTA (Mean Time to Acknowledge)
• Branch Isolation Resolution Time
• Repeat Incident Reduction
• First-Time Fix Rate
• Customer Satisfaction
• Ageing Ticket Reduction
• Automation Success Rate

Required SkillsTechnical Skills

• WAN/MPLS/SD-WAN
• Routing & Switching
• SNMP Monitoring
• Network Monitoring Tools (VUNet, SolarWinds, etc.)
• BMC Remedy / ITSM
• API-based Incident Management
• Cisco / Juniper Network Devices
• ITIL Incident Management

Soft Skills

• Leadership
• Team Management
• Stakeholder Communication
• Vendor Coordination
• Escalation Management
• Analytical Problem Solving
• Decision Making

Educational Qualification

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.

Preferred Certifications

• ITIL Foundation
• CCNA / CCNP
• JNCIA / JNCIS
• PMP (Preferred)
• SD-WAN Certification (Preferred)

Experience

• 812 years in Network Operations / Managed Services.
• 35 years in a team lead or operations lead role.
• Experience managing large-scale enterprise or banking networks is preferred.

Key Interfaces

• SBI Circle Office
• Local Head Office (LHO)
• National Operations Center (NOC)
• Telecom Service Providers
• OEM Support Teams
• Field Engineers
• Service Delivery Managers
• Network Infrastructure Teams
• Automation & Monitoring Teams (/VUNet/BMC)