Global Network Operations Lead - Remote & Incident Mastery

YUM; Kansas; On-site; USD 140,000 - 200,000; Full time

Job summary

YUM is seeking a Global Network Operations Lead to own the operational health of the global network, with potential leadership for WebEx Cloud Contact Center support. This role is senior and independent, guiding regional teams and vendors to maintain service reliability and incident response across the enterprise.

The position emphasizes 24x7 stability, strategic alignment with enterprise goals, and cross-functional collaboration to standardize practices and improve operational maturity.

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.
• Lead operational reviews, postmortems, and problem management to reduce repeat incidents and improve reliability.
• Partner with regional teams, Tier 2/3 support, vendors and MSPs to ensure timely response to high-priority incidents.
• Provide functional leadership for Voice Operations if activated, focusing on WebEx Cloud Contact Center support.
• Align voice operations to consistent incident, escalation, triage, documentation, and service health practices.
• Coordinate support for WebEx Cloud Contact Center issues and operational readiness activities.
• Collaborate with stakeholders to maintain service continuity and improve support outcomes.
• Ensure voice operations are integrated into broader GETS rhythms, reporting, risk escalation, and service reviews.
• Define and maintain SOPs, runbooks, escalation paths, maintenance expectations, monitoring practices, and service management standards.
• Extend standards to voice and WebEx CC support where applicable.
• Ensure teams follow consistent incident and change management practices and document accordingly.
• Identify process gaps and drive standardization for improved control and accountability.
• Align execution with enterprise network strategy and translate it into practical operational requirements.
• Support remediation for audits, cyber vulnerabilities, and compliance requirements related to the global network.
• Track remediation owners and closure status to meet timelines.
• Develop dashboards for global network health, voice operation health, incident trends, and service performance.
• Use data to drive improvement and accountability across GETS, regional teams, and providers.
• Mentor less experienced team members and lead cross-functional work sessions.

Job description

YUM is seeking a Global Network Operations Lead to own the operational health of the global network, with potential leadership for WebEx Cloud Contact Center support. This role is senior and independent, guiding regional teams and vendors to maintain service reliability and incident response across the enterprise.

The position emphasizes 24x7 stability, strategic alignment with enterprise goals, and cross-functional collaboration to standardize practices and improve operational maturity.