[Remote] Global Network Operations Lead

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

Company Overview

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