Note: The job is a remote job and is open to candidates in USA. Yum! Brands is seeking a Global Network Operations Lead to oversee the operational health and reliability of its global network environment. The role leads incident response, operational standards, risk remediation, monitoring, reporting, and cross-functional coordination, with potential responsibility for voice operations and WebEx Cloud Contact Center support.
Responsibilities
- Own 24x7 operational stability of the global network environment, including incident response coordination, escalation management, operational readiness, service health, and network reliability
- Monitor global network availability, performance, capacity, resiliency, and incident trends to identify operational risks before they affect brands, restaurants, corporate users, or critical business services
- Lead operational reviews, incident postmortems, and problem management activities to identify root causes, reduce repeat incidents, and improve long-term service reliability
- Partner with regional teams, Tier 2 and Tier 3 support groups, vendors, and managed service providers to ensure timely response to high-priority incidents and operational escalations
- Provide functional leadership for Voice Operations support teams if the scope is activated, with primary focus on WebEx Cloud Contact Center support operations
- Align voice support teams to consistent incident, escalation, triage, documentation, change-readiness, and service health practices
- Coordinate support execution for WebEx Cloud Contact Center issues, including service-impacting incidents, recurring problems, vendor escalations, configuration-related support needs, and operational readiness activities
- Partner with contact center stakeholders, vendors, managed service providers, Network Engineering, and business teams to maintain service continuity and improve support outcomes
- Ensure voice operations support practices are integrated into broader GETS operational rhythms, reporting, risk escalation, and service review cadences
- Establish, maintain, and continuously improve global network operations standards across regions to ensure consistent execution and prevent operational fragmentation
- Define and maintain standard operating procedures, runbooks, escalation paths, maintenance expectations, change readiness requirements, monitoring practices, and service management standards
- Extend applicable operational standards to voice and WebEx Cloud Contact Center support teams where the scope is included
- Ensure Tier 2 and Tier 3 operational teams follow consistent practices for incident management, problem management, change execution, vulnerability response, configuration management, and documentation
- Identify regional or functional process gaps and drive standardization plans that improve control, visibility, reliability, and accountability
- Align Tier 2 and Tier 3 operational execution with enterprise network, infrastructure, cybersecurity, and GETS strategy
- Translate enterprise strategy into practical operational requirements, including runbooks, monitoring standards, tooling expectations, reporting needs, service review cadences, and escalation models
- Partner with Network Engineering, Security Architecture, Security Engineering, Infrastructure, Cloud, GRC, and regional technology teams to ensure operational practices support broader technology and cybersecurity objectives
- Provide operational input into network and voice operations roadmaps, tooling enhancements, service improvement plans, and risk reduction initiatives
- Drive remediation and resolution of audit findings, compliance requirements, cyber vulnerabilities, and operational risks related to the global network environment
- Include voice and WebEx Cloud Contact Center operational risks, compliance needs, support gaps, and remediation activities where the role’s voice scope is activated
- Partner with GRC, Vulnerability Management, Cyber Defense, Infrastructure, regional teams, vendors, and service providers to prioritize remediation based on risk, business impact, and operational feasibility
- Track remediation owners, target dates, dependencies, evidence requirements, and closure status to ensure risk items are addressed within agreed timelines
- Support operational evidence collection, control validation, audit readiness, and compliance reporting activities
- Define operational requirements for network monitoring, observability, alerting, logging, ticketing, dashboarding, and reporting tools
- Ensure monitoring coverage aligns to critical services, priority network assets, business impact, escalation requirements, and risk indicators
- Support service health visibility for WebEx Cloud Contact Center and related voice operations capabilities where in scope
- Develop and maintain operational dashboards that provide visibility into global network health, voice support health where applicable, incident trends, remediation status, service performance, and regional execution
- Use operational data to identify improvement opportunities, reduce recurring issues, and strengthen accountability across GETS, regional teams, and support providers
- Serve as a trusted operational lead for global network operations practices within GETS
- Provide coordination and guidance to support teams responsible for WebEx Cloud Contact Center if voice operations are included in the role scope
- Influence regional teams, vendors, service providers, and internal partners to adopt common standards, tooling practices, and operational expectations
- Facilitate cross-functional working sessions to resolve complex operational issues, remove blockers, and improve service reliability
- Mentor less experienced team members and provide guidance on incident response, troubleshooting, operational discipline, documentation, and risk-based prioritization
- Represent network and, where applicable, voice operations in service reviews, project discussions, risk forums, audit remediation reviews, and operational improvement planning
Skills
- Strong experience supporting enterprise-scale or global network environments with 24x7 operational requirements
- Deep understanding of network operations practices, including incident management, problem management, change management, escalation, service monitoring, operational reporting, and root cause analysis
- Experience with enterprise networking technologies such as routing, switching, firewalls, VPN, SD-WAN, wireless, DNS, load balancing, network segmentation, cloud connectivity, and network monitoring platforms
- Experience supporting voice, contact center, or unified communications operations is preferred
- WebEx Cloud Contact Center experience is strongly preferred if voice scope is activated
- Strong understanding of cybersecurity vulnerabilities, audit findings, compliance requirements, control evidence, and operational risk management as they relate to network and voice environments
- Ability to create and maintain operational standards, runbooks, playbooks, escalation models, dashboards, and service management procedures
- Experience coordinating Tier 2 and Tier 3 teams, regional operations groups, vendors, and managed service providers
- Strong analytical and problem-solving skills, including the ability to assess impact, prioritize risk, identify root causes, and drive sustainable corrective actions
- Ability to communicate complex technical and operational issues clearly to technical teams, business stakeholders, vendors, and leadership
- Strong stakeholder management and influencing skills across regions, functions, and service providers
- Experience with ITSM platforms, monitoring tools, vulnerability management tools, reporting dashboards, and operational governance processes
- Bachelor's degree in Information Technology, Cybersecurity, Computer Science, Network Engineering, Telecommunications, or a related field, or equivalent work experience
- Typically 5+ years of relevant experience in network operations, infrastructure operations, cybersecurity operations, voice operations, contact center support, or a closely related technology function
- Experience supporting global or multi-region network operations in a complex enterprise environment
- Experience supporting WebEx Cloud Contact Center, enterprise contact center platforms, unified communications, or voice operations preferred
- Experience driving remediation of audit findings, compliance gaps, cyber vulnerabilities, and operational risks
- Experience aligning internal teams, regional stakeholders, vendors, and managed service providers to common operational standards
- Relevant certifications such as CCNP, CCNA, ITIL, CISSP, CISM, CompTIA Security+, Cisco Collaboration, WebEx, or cloud networking certifications are preferred but not required
Benefits
- Bonus eligibility
- Comprehensive benefits
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