Network Operations Manager
About The Position
Pacific Life is seeking a Network Operations Manager to join its team in Charlotte, NC. The role is accountable for end-to-end operational delivery of enterprise network services, maintaining availability, stability, and performance across a global 24x7 infrastructure. It provides strategic and operational leadership for Network Operations, including regional delivery teams and managed service providers, and accountability for service outcomes, governance, and continuous improvement. The successful candidate will have experience in a similar role in a Fortune 500 environment and substantial experience managing and securing global networks. This is a new role on a small team.
Requirements
- At least 5 years leading a network operations team in a global enterprise environment.
- At least 10 years of experience engineering, implementing, and supporting global networks.
- Advanced technical skills and experience with L2 and L3 protocols and technologies, including IPSec, DMVPN, BGP, OSPF, EIGRP, VPC, QoS, and 802.1x.
- Familiarity with Cisco IOS-XE and NXOS.
- Familiarity with Aruba, F5, Riverbed, Cisco Catalyst, ISR, ASR and Nexus platforms, Splunk, and SolarWinds.
- Understanding of open-source tools for monitoring, troubleshooting, and performance analysis, such as Wireshark.
- Excellent communication and problem-solving skills, attention to detail, and ability to interact with varied stakeholders and present technical topics in business terms to non-technical audiences.
- Ability to work a flexible schedule, including nights and weekends.
- Experience leading outsourced and remote teams.
- B.S./M.S. in Engineering and/or Computer Science, or equivalent experience.
Nice To Haves
- Cisco CCNP or CCIE certification is preferred.
- Knowledge of Cisco ACI and Aruba ClearPass.
- CCIE certification is highlighted as a distinguishing qualification.
Responsibilities
- Own delivery of 24x7x365 network operations services across global infrastructure.
- Ensure service performance aligns with SLA and KPI targets, including availability, MTTR, and change success rate.
- Oversee incident, problem, and change management across L1–L3 tiers and ensure consistent execution of ITIL-aligned ITSM processes.
- Serve as escalation authority for major P1/P2 incidents and enterprise outages.
- Govern the managed service provider delivery model, including staffing, coverage, redundancy, service quality, and KPI compliance.
- Lead vendor performance reviews, including weekly service reviews, monthly engagement reporting, and quarterly business reviews.
- Oversee network capacity planning and performance optimization.
- Drive continuous improvement initiatives, including automation, tooling enhancements, and monitoring and observability improvements.
- Standardize runbooks and documentation.
- Communicate with executives and stakeholders, translate operational metrics into business impact, and make decisions under pressure during critical incidents.
Benefits
- Medical, dental, and vision coverage.
- Wellbeing Reimbursement Account for the employee or eligible dependents.
- Paid time off, holiday schedules, and Financial Planning Time Off.
- Paid parental leave.
- Adoption assistance program.
- 401(k) savings plan with company match and an additional company contribution regardless of participation.
- Employees may be eligible for additional incentive pay.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
