Network Operations Manager

This manager is responsible for leading the day-to-day operations of our 24x7x365 Network Operations Center (NOC), including its staff, tools, and processes. Reporting to the Director, Network Management, this role ensures high availability, optimal performance, and stability of the organization’s network infrastructure, which includes voice, data (IP and Optical), SDWAN, and firewall services. Key responsibilities include managing timely service restoration, implementing change governance, monitoring SLA/KPI metrics, overseeing break/fix vendors, and resolving chronic network issues., * Supervise a team of NOC technicians and engineers, including scheduling shifts, assigning tasks, and ensuring adequate coverage.

• Ensure constant monitoring of the network and systems, responding to all alerts and incidents according to established protocols.
• Oversee the incident response process, including initial triage, troubleshooting, and coordinating with cross-functional teams like engineering and security for advanced issues (Tier 2 and 3 escalations).
• Conduct root cause analysis (RCA) and post-incident reviews to identify systemic issues and prevent future occurrences.
• Provide regular reports on network performance, incident metrics, and service level agreement (SLA) compliance to senior management.

Strategy and Planning:

• Develop, implement, and maintain standard operating procedures and escalation protocols to standardize operations and improve efficiency.
• Plan for network enhancements, capacity upgrades, and technology roadmaps to support business growth and changing demands.
• Stay up to date with emerging technologies and industry best practices to ensure continuous improvement.

Leadership and Team Management:

• Hire, train, and mentor NOC staff, fostering a culture of accountability and continuous learning.
• Conduct performance evaluations, provide feedback, and support the professional development of team members.
• Maintain a strong, collaborative team environment, effectively managing a diverse and potentially distributed team.

Communication and Vendor Relations:

• Act as the primary point of contact for internal and external communications during major network outages or incidents.
• Liaise with vendors, internet service providers (ISPs), and managed service providers (MSPs) to resolve network issues and enforce service level agreements.
• Ensure clear and timely communication with other IT departments, business units, and executive leadership on operational status.

• Strong knowledge of networking technologies, protocols (including TCP/IP, BGP, OSPF), and hardware (routers, switches, firewalls).
• Strong understanding of DWDM (Dense Wavelength Division Multiplexing), OTN, fiber optic characterization, optical power levels, and transport network topologies.
• Proficiency with network monitoring tools such as Netcool and Zabbix.
• Familiarity with IT service management (ITSM) tools like ServiceNow or Jira for incident management and ticketing.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities, especially under pressure.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment., * Education: A bachelor’s degree in Computer Science, Information Technology, or a related field is often required. Extensive experience may be accepted in lieu of a degree.
• Experience: Typically, 5+ years of experience in network operations, with at least 2 years in a leadership or supervisory role.
• Certifications: Professional certifications such as CCNA, JNICA, or Ciena are preferred.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to communicate by typing, reading, talking, and listening effectively. The employee will be required to work for extended periods of time at a desk on a computer and must be able to maneuver through office spaces as needed. Accommodation will be provided as necessary to ensure all employees can fulfill their job responsibilities effectively.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance