Network Operations Manager

About the role

The Network Operations Manager plays a pivotal role in delivering 24x7x365 network operations services across a global infrastructure. They ensure these services align with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), manage incident, problem, and change processes, and act as the escalation point for major incidents and outages.

Responsibilities

• Own delivery of 24x7x365 network operations services across global infrastructure.
• Ensure service performance aligns with SLA and KPI targets (availability, MTTR, change success rate, etc.).
• Oversee incident, problem, and change management across all tiers (L1–L3).
• Execute ITIL-aligned ITSM processes consistently.
• Act as escalation authority for major (P1/P2) incidents and enterprise outages.
• Manage vendor performance, including MSP delivery model, vendor compliance, service quality, and KPI targets.
• Lead vendor performance reviews, including weekly service reviews, monthly engagement reporting, and quarterly business reviews (QBRs).
• Oversee network capacity planning and performance optimization.
• Drive continuous improvement initiatives, including automation and tooling enhancements, monitoring, and observability improvements.
• Runbook and documentation standardization.

Requirements

• 5+ years leading a network operations team in a global enterprise environment.
• 10+ years of experience in engineering, implementing, and supporting global networks.
• Advanced technical skills and experience with L2 and L3 protocols and technologies such as IPSec, DMVPN, BGP, OSPF, EIGRP, VPC, QoS, 802.1x.
• Familiarity with Cisco IOS-XE and NXOS.
• Familiarity with various platforms – Aruba, F5, Riverbed, Cisco (Catalyst, ISR, ASR, Nexus), Splunk, and SolarWinds.
• Knowledge of Cisco ACI and Aruba ClearPass is a plus.
• Experience with open-source tools to assist in monitoring, troubleshooting, and performance analysis (e.g., Wireshark and alike).
• Excellent communication and problem-solving skills, attention to detail, ability to interact with a wide variety of stakeholders, and experience presenting the business side of technical topics to non-technical audiences.
• One or more of the following certifications: Cisco CCNP, Cisco CCIE is preferred.
• Flexible schedule, including the ability to work nights and weekends.
• Experience leading outsourced and remote teams.

Qualifications

• Bachelor's or Master's degree in Engineering or Computer Science or equivalent experience.

Skills

• Strong executive communication and stakeholder management.
• Decision-making under pressure during critical incidents.
• Operational rigor with emphasis on process discipline.

Benefits

• Paid Time Off, Holiday Schedules, and Financial Planning Time Off.
• Paid Parental Leave and Adoption Assistance Program.
• Competitive 401k savings plan with company match and an additional contribution regardless of participation.
• Generous medical, dental, and vision insurance.
• Wellbeing Reimbursement Account for personal wellness.

Pay

$152,370.00 - $186,230.00

Schedule

Flexible schedule, including the ability to work nights and weekends.