Senior Manager Network Operations Job at One Call

Job Description

The Manager of Network Operations leads a 24x7 network operations function responsible for reliable, secure connectivity. This role manages a team of network operations staff, owns operational outcomes including availability, incident response, and escalation, and partners with Customer Support and other IT teams to resolve issues quickly. The manager ensures planned changes follow documented procedures, network services meet service level commitments, and access and security controls are administered in alignment with company policies, procedures, and standards.

Job Responsibility

Leads day-to-day network operations for routing, switching, wireless, VPN, and load balancing services to ensure availability, performance, and stability
Manages a 24x7 operational coverage model, including on-call escalation, staffing coordination, and incident communications for high-impact events
Owns network incident and problem management practices, including triage, escalation, root cause analysis, and follow-through to reduce repeat issues
Manages the planning, installation, testing, modification, and evaluation of LAN and WAN services, coordinating changes to minimize risk and user impact
Oversees day-to-day administration and lifecycle management of core network platforms, including Cisco routing and switching, Aruba and wireless infrastructure, F5, ZScaler, Cisco VPN, and related Azure/AWS networking components
Defines system, quality, and analysis requirements, translating operational needs into functional specifications and effective processes
Develops and maintains processes and procedures for support and service delivery, including runbooks, escalation paths, and operational readiness checklists
Maintains and reports on SLA monitoring and compliance, including trends, recurring drivers, and improvement actions
Provides management reports, including comprehensive operational statistics, forecasts, and status reports
Analyzes statistical and operational data to maintain infrastructure health, identify systemic issues, and prioritize remediation work
Manages evaluation, selection, and use of proactive monitoring and alerting tools for data networks, wireless networks, and remote access services
Manages and oversees Network Security Administration, including access controls and secure remote connectivity aligned to security standards
Reviews system security standards and operational controls
Reviews system logs (routers, firewall) and host statistics as applicable to network operations
Reviews procedures for remote access, network access governance, and patch and maintenance coordination as they relate to network services and security posture
Manages vendor relationships and service providers supporting network services, driving timely resolution and adherence to service commitments
Ensures the team follows documented change practices and participates in maintenance planning to reduce unplanned downtime

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field, or equivalent practical experience
Relevant technical certifications preferred (for example Cisco, Aruba, F5, ZScaler)
5-7 years of information technology experience including NOC environment or comparable 24x7 operations
2+ years leading a technical operations or network team (direct people management or equivalent team leadership)
3 years project management preferred
Strong understanding of network operations and support concepts, including routing, switching, wireless, VPN, load balancing, and network security fundamentals
Demonstrated experience with remote support models, concepts, and monitoring tools
Working knowledge of Cisco, Aruba, wireless technologies, F5, ZScaler, Cisco VPN, and cloud networking considerations in Azure
Experience coordinating major incidents, driving clear escalation, and communicating status to technical and non-technical stakeholders
Ability to define and track operational KPIs (for example availability, incident response time, recurring incident reduction) and drive continual improvement
Strong process discipline with the ability to create and maintain runbooks, standard operating procedures, and documentation that improves consistency and supportability
Superior interpersonal as well as written and verbal communication skills
Superior Customer Service
Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards
Ability to work both independently and in a team environment
Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply

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Senior Manager Network Operations

Job Description

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