Network Operations Manager

Pacific Life • Charlotte, NC

2d • Onsite

About The Position

Pacific Life is seeking a Network Operations Manager to join its team in Charlotte, North Carolina. This role is accountable for the end-to-end operational delivery of enterprise network services, ensuring availability, stability, and performance across a global, 24x7 infrastructure. It provides strategic and operational leadership for Network Operations, including regional delivery teams, managed service providers, and service performance against agreed SLAs and KPIs. The position is the primary accountability point for network service outcomes, governance, and continuous improvement. It is a new role on a small team.

The manager owns delivery of 24x7x365 network operations, oversees incident, problem, and change management across L1–L3, and ensures consistent execution of ITIL-aligned IT service management processes. The role serves as an escalation authority for major P1/P2 incidents and enterprise outages. It also governs managed service provider delivery, including staffing, coverage, redundancy, service quality, and KPI performance, and leads weekly service reviews, monthly engagement reporting, and quarterly business reviews.

The role oversees network capacity planning and performance optimization and drives continuous improvement through automation, tooling, monitoring, observability, and standardized runbooks and documentation. The successful candidate will bring significant experience managing and securing global networks, strong communication and problem-solving skills, and the ability to present technical topics in business terms to non-technical audiences.

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, 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 a wide variety of stakeholders.
• Experience presenting the business side of technical topics to non-technical audiences.
• Flexible schedule, including the ability to work 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

• Knowledge of Cisco ACI and Aruba ClearPass.
• One or more Cisco CCNP or Cisco CCIE certifications; preferred.
• CCIE certification.

Responsibilities

• Own delivery of 24x7x365 network operations services across global infrastructure.
• Ensure service performance meets SLA and KPI targets, including availability, MTTR, and change success rate.
• Oversee incident, problem, and change management across L1–L3 and ensure consistent execution of ITIL-aligned ITSM processes.
• Act as the escalation authority for major P1/P2 incidents and enterprise outages.
• Govern managed service provider delivery, including compliance with staffing, coverage, redundancy, service quality, and KPI targets.
• 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 involving automation, tooling, monitoring, and observability.
• Standardize runbooks and documentation.
• Communicate operational metrics in terms of business impact and manage stakeholders.

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.
• Competitive 401(k) savings plan with company match and an additional contribution regardless of participation.
• Additional incentive pay may be available to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager