Situations Manager

Role Requirements

Education / Experience

• Experience: 7+ years of hands-on experience implementing, designing, and supporting large-scale enterprise networks.
• Technical Depth: Advanced expertise in routing protocols (BGP, EIGRP, OSPF), LAN/WLAN technologies, and infrastructure security.
• Certifications (Recommended): CCNP is highly recommended to provide the technical gravitas required to lead Tier 3 engineers. Additional certifications in Palo Alto, F5, Nexus, or Clearpass are highly encouraged for success in this role.
• Process Excellence: ITIL Foundation/Managing Professional is highly preferred.
• Degree: BA/BS degree preferred (may be waived for candidates with exceptional experience and high-level certifications).

Work Arrangment:

• Onsite schedule of 2–3 days per week at the Mall of Asia Business Complex
• Rotating schedule including graveyard shift

Role Overview

The Situation Manager is a high-level "Incident Commander" role designed to follow industry best practices for Major Incident Management. This individual acts as the ultimate authority for Capgemini during critical service disruptions, breaking down silos across Managed Network Services (MNS) and End User Services (EUS) to drive rapid restoration.

Accountability

The Situation Manager acts as the Highest Authority Figure on behalf of Capgemini during Major Incidents. You possess the mandate to utilize any team and resource necessary to resolve major events quickly, bypass standard hierarchies, and maintain absolute command over the service restoration lifecycle within the Disney technical environment.

Responsibilities

• Incident Command: Lead and facilitate high-priority (P1/P2) troubleshooting bridges, often involving 100+ participants.
• Executive Presence: Serve as the primary authoritative speaker on C-Level calls, translating complex technical data into high-level business impact summaries.
• Silo Orchestration: Drive cross-functional collaboration between normally siloed teams (MNS, WPS, EUS) to ensure seamless service restoration.
• Lifecycle Oversight: Maintain a 100% focus on Managed Network Services (MNS) while managing critical partnerships with End User Services.

Primary Job Functions:

• Facilitate Escalations: Dominate the technical bridge by organizing disjointed resources into focused workstreams to parallel-path troubleshooting and aggressively reduce MTTR.
• Technical Environment Mastery: Maintain a deep technical understanding of the Disney Global Network (DGN), including Nexus, ASR, ISR architectures, Palo Alto Firewalls, Clearpass/ISE, Wireless (WLC/APs), and F5 ADC (GTM/LTM).
• Technical Troubleshooting: Apply "Be the Packet" logic to mentally map data flow across routers and firewalls to identify potential points of failure (Layer 1-7).
• Active Communication: Deliver timely and accurate status updates to executive leadership, ensuring they are never surprised by emerging technical hurdles.
• Resource Mobilization: Exercise the power to engage any internal Capgemini technical staff or vendor resource required to mitigate an outage.

Secondary Job Functions:

• Advance Command Center (ACC) Overwatch: Off-incident, monitor the operational flow of the ACC. Act as a proactive hunter for environmental threats and take immediate action when anomalies occur.
• Problem Management Arbiter: Participate in post-incident reviews to act as the arbiter between leadership teams. Ensure Root Cause is pinpointed, problem records are settled, and track the implementation of final fixes.
• Change Governance: Maintain a strong understanding of Change Management to act as the gatekeeper for Emergency Changes, ensuring "fix" actions do not introduce new risks.
• Tool Adaptation: Utilize and quickly adapt to ServiceNow (SNow), Netcool, SevOne, LogicMonitor, Splunk, and Catalyst Center, including custom proprietary automation tools.
• Mentorship: Train and mentor junior level engineers and peers to improve the collective technical aptitude of the account.