18 jobs for "Problem Management Associate"

Job Description:

Network Operations Lead - Enterprise Network Services (ENS) China

As Network Operations Lead, you will be the operational owner of Mars's enterprise network in China. You'll keep connectivity reliable across more than 40 sites, including factories, headquarters, data centers and sales offices, for about 6,000 Associates. ENS China is fully accountable for China network services, so you'll be the team's second escalation point during major incidents. You'll own the Security and Cloud network domains, manage our global and local service providers, and lead the improvement work that makes our network more stable, secure and ready for the business's growth. This role suits someone who stays calm under pressure, owns problems end to end, and builds trust with business leaders, partners and vendors.

What are we looking for?

Essential:

1.At least 5 years running enterprise network infrastructure in a large multinational. You need hands-on depth in network security operations (Palo Alto firewalls, ISE/AAA, remote access VPN) and cloud networking (Azure; AWS or Alibaba Cloud a plus).

2.A proven record of leading through high-pressure situations: chairing major incident bridges, coordinating several vendors and getting to resolution. You take ownership and follow through rather than handing problems on.

3.Strong service management discipline: hands-on ITIL processes (incident, change, problem, request), SLA/KPI tracking, and turning complex issues into structured plans with clear owners, milestones and risk tracking.

4.Excellent communication and stakeholder skills, with high emotional intelligence. You can manage expectations with leadership, business stakeholders and vendors, and influence without formal authority. Fluent Mandarin and professional working English are required.

Nice to have:

1.Experience with SD-WAN and China WAN environments (DIA, IEPL, cross-border connectivity)

2.Experience with network monitoring and observability platforms (e.g. Datadog)

3.Certifications such as PCNSE, CCNP Security, Azure Network Engineer Associate or ITIL 4 Foundation

What will be your key responsibilities?

1.Own day-to-day network operations in China: keep service performing well across WAN, LAN/WLAN, Security and Cloud. Act as the ENS second escalation point and lead the response to major incidents, including the bridge call, vendor coordination, stakeholder updates and root cause analysis delivered within SLA.

2.Manage vendors and service providers: govern the managed service provider and local carriers through weekly operational reviews and monthly service reviews. Hold partners accountable for SLA performance, escalations and committed improvements.

3.Lead network stability and service improvement: drive the China network stability programmer and continuous improvement plans, including change quality, redundancy and failover testing, monitoring and alerting, and closing out RCA actions, to cut major incidents and prevent repeats.

4.Lead service management and stakeholder communication: run ENS China service governance, covering KPI reporting, monthly service delivery reports and CAB representation. Keep leadership, business segments and internal partners informed proactively and regularly.

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About Mars Incorporated

Size: 10,000+ employees
Industry: Consumer Goods & Services

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Perks and Benefits

Health and Wellness
- Health Insurance
- Short-Term Disability
- Long-Term Disability
- Mental Health Benefits
- Fitness Subsidies
- On-Site Gym
Parental Benefits
- Birth Parent or Maternity Leave
Work Flexibility
- Hybrid Work Opportunities
Vacation and Time Off
- Personal/Sick Days
Professional Development
- Professional Coaching
- Leadership Training Program
- Access to Online Courses