The Manager, Network Operations leads the teams responsible for continuous monitoring, production support, systems analysis, and operational response for customer-facing applications and services. This role is accountable for the performance and development of the Network Operations Center, IT Systems Analysts, and assigned contractors, and ensures the organization maintains clear ownership, timely escalation, and disciplined follow-through across operational work.
The Manager combines people leadership with site reliability and operations engineering practices. The role develops technical capability within the team, establishes measurable operating standards, and implements automation that reduces repetitive work and improves the consistency of monitoring, incident response, and service recovery. The Manager partners with Development, DevOps, Site Reliability Engineering, Platform Engineering, Security, Product, Quality Assurance, and Release Management to strengthen production readiness and service reliability throughout the application lifecycle.
How You'll Contribute: Team Leadership and Organizational Development:
- Manage, coach, and develop Network Operations personnel, IT Systems Analysts, technical leads, and assigned contractors; establish clear expectations for ownership, technical performance, communication, and follow-through
- Build a structured development path that strengthens troubleshooting, systems analysis, incident response, documentation, automation, and reliability practices across the team
- Develop the Lead IT Systems Analyst to assume day-to-day leadership of frontline monitoring and operational support while maintaining management accountability for overall team performance and service outcomes.
- Set team priorities, assign work based on business and operational risk, and ensure commitments have defined owners, expected results, due dates, and measurable completion criteria
- Evaluate staffing, shift coverage, skills, workload, and succession needs; recommend hiring, role development, training, and organizational changes that support reliable 24x7 operations
- Conduct performance management, career development, recognition, and corrective action in accordance with company practices
Network Operations and Service Health:
- Own the operating model for continuous monitoring and support of production applications, infrastructure, integrations, networks, and dependent services
- Establish standards for alert response, investigation, escalation, service restoration, shift handoff, work tracking, and operational communication
- Ensure monitoring and dashboards provide accurate, actionable signals and that alert thresholds, routing, severity, response expectations, and ownership remain current
- Use service-health data, incident patterns, capacity trends, and recurring operational issues to identify risk and prioritize preventive improvements
- Establish and maintain reliability measures, including service level indicators, service level objectives, availability targets, and error budgets, in partnership with service owners and engineering teams
- Ensure the team maintains working knowledge of supported services, including architecture, dependencies, normal behavior, common failure modes, business impact, and recovery procedures
Incident Problem and Change Management:
- Participate in the shared on-call rotation and provide active operational leadership during assigned coverage, including investigation, escalation, coordination, communication, and service-recovery support
- Ensure on-call schedules, coverage, escalation paths, contact information, runbooks, access, and handoff expectations remain current and sufficient to support timely response
- Review on-call activity, paging trends, and response outcomes to identify coverage gaps, recurring issues, alert noise, training needs, and opportunities for automation
- Provide leadership during major incidents by engaging the appropriate technical teams, escalating issues as needed, and ensuring response priorities reflect customer and business impact.
- Ensure incidents and operational issues are investigated using evidence, documented accurately, and carried through service restoration, root-cause follow-up, and corrective-action completion
- Lead post-incident reviews focused on systemic learning, measurable remediation, and prevention; ensure corrective actions have clear owners, due dates, and completion evidence
- Review recurring incidents, alert patterns, and problem records to identify systemic causes, control gaps, and opportunities for engineering or automation
- Lead and reinforce Incident, Problem, and Change Management practices while partnering with Release Management to strengthen operational discipline, decision-making, and accountability across the service lifecycle.
- Ensure operational risks, unresolved issues, overdue actions, and material service concerns are communicated early and escalated with clear impact, evidence, and recommended action
Automation and Operational Engineering:
- Create and maintain a prioritized automation roadmap for monitoring, triage, health validation, routine recovery, work routing, reporting, and other repetitive operational activities
- Apply site reliability and operations engineering practices to reduce manual effort, shorten response and recovery times, and improve the repeatability of operational work
- Guide the development and maintenance of scripts, tools, workflows, integrations, and automated remediation using approved engineering and source-control practices
- Partner with Site Reliability Engineering, Platform Engineering, and DevOps to move appropriate operational capabilities into supported, maintainable automation, including self-service workflows and automated remediation
- Measure automation effectiveness, including adoption, time saved, failure rates, risk reduction, and the operational work eliminated or improved
Quality Assurance and Production Readiness:
- Incorporate quality assurance practices into operational readiness, release support, production validation, and service acceptance
- Partner with Quality Assurance, Development, DevOps, and Release Management to define pre-deployment and post-deployment health checks, production smoke tests, and support validation requirements
- Ensure new and changed services have sufficient monitoring, operational documentation, support ownership, escalation paths, recovery procedures, and rollback considerations before production adoption
- Use production incidents, support trends, and operational findings to identify gaps in test coverage and recommend targeted regression, resilience, performance, or failure-mode testing
- Promote repeatable validation through automated tests and health checks that improve release confidence without weakening required controls
Operational Readiness and Documentation:
- Establish and enforce standards for runbooks, knowledge articles, support procedures, system workflows, troubleshooting guides, and shift documentation
- Ensure documentation identifies the conditions, evidence, decisions, owners, and actions required for another team member to use it consistently
- Maintain operational acceptance criteria and ensure service owners resolve material readiness gaps before support responsibility transfers to Network Operations
- Ensure ServiceNow and other approved systems of record contain timely, accurate, and complete information about operational work, risk, decisions, and next actions
Metrics Governance and Cross Functional Leadership:
- Define and report measures for availability, service health, SLIs and SLOs, error-budget performance, alert quality, MTTA, MTTR, work aging, recurring issues, automation, corrective actions, and team capacity
- Use operational metrics to identify trends, hold owners accountable, guide investment, and verify whether process or engineering changes produced the expected result
- Use incident patterns, performance data, capacity trends, and reliability findings to influence engineering priorities and recommend improvements that reduce operational risk
- Represent Network Operations in architecture, planning, release, service-readiness, and risk discussions that affect production support
- Manage vendor and contractor performance within the function, including work quality, coverage, delivery expectations, access, documentation, and escalation
- Translate operational conditions into clear business risk, technical requirements, and recommendations for leadership and partner teams
What Makes You a Great Fit: Education Experience - 7+ years of experience in network operations, IT operations, site reliability engineering, production support, systems engineering, DevOps, or a related technical function
- 3+ years of experience leading technical teams, managing personnel, coordinating a 24x7 operational function, or holding comparable accountability for team performance and service outcomes
- Experience developing analysts, engineers, or operations personnel through clear expectations, coaching, technical guidance, performance feedback, and structured growth plans
- Experience supporting highly available, customer-facing applications and services in cloud-hosted or hybrid production environments
- Hands-on knowledge of Microsoft Azure services and Windows-based application environments, including infrastructure, identity, networking, application hosting, and distributed-system dependencies
- Experience with monitoring, logging, dashboards, alerting, and service-health analysis; Datadog experience is strongly preferred
- Experience with incident, problem, change, release, and operational-readiness practices and with an IT service management platform such as ServiceNow
- Experience identifying and implementing automation using PowerShell, Python, Bash, Azure CLI, APIs, workflow tools, or comparable technologies
- Working knowledge of quality assurance, test automation, release validation, or production smoke-testing practices
- Prior experience as a Site Reliability Engineer, systems engineer, network engineer, DevOps engineer, or similar hands-on engineering role
- Experience leading a Network Operations Center, production operations team, command center, or comparable 24x7 support organization
- Experience with Datadog, Azure Monitor, Application Insights, Splunk, ServiceNow, Terraform, Ansible, or comparable platforms
- Experience supporting containerized services, CI/CD pipelines, infrastructure as code, and distributed systems with high availability and scalability requirements
- Experience implementing automated monitoring, remediation, release validation, regression testing, or operational workflows
- Experience supporting regulated financial-services technology or other enterprise environments with formal controls and high availability requirements
- Relevant Microsoft Azure, ITIL, ServiceNow, SRE, networking, or quality engineering certification
Your Strengths & Expertise - Strong people leadership and organizational-development skills, including the ability to establish accountability, develop technical talent, and lead through change
- Strong technical judgment across applications, infrastructure, networking, identity, integrations, databases, messaging, and cloud services
- Ability to distinguish operational symptoms from supported findings, challenge assumptions, and guide teams toward evidence-based conclusions
- Sound judgment regarding incident severity, escalation timing, business impact, technical risk, and when additional expertise or executive awareness is required
- Ability to convert strategy into clear priorities, assignable work, measurable outcomes, and sustained operating practices
- Clear written and verbal communication, including executive summaries, incident updates, technical findings, organizational expectations, and risk recommendations
- Ability to build effective partnerships across technical and business teams while maintaining accountability for Network Operations outcomes
Bring your ideas, your curiosity, and your unique perspective. We'll provide the opportunities, tools, and support to help you succeed.
How We Invest in You: - 401(k) with 8% Company Match
- Flexible Work Environment
- Competitive Paid Time Off
- Tuition Reimbursement & Education Benefits
- Comprehensive Health & Wellness Benefits
- Microsoft Copilot and AI-Enabled Tools
- Continuous Learning & Development Opportunities
- A culture of connection, celebration, and growth through employee-driven programs, company events, holiday celebrations (Star Wars Day), monthly town halls, quarterly company meetings, and team traditions like Bring Your Kid to Work Day
Recognizing Your Impact For this full-time role, the starting salary range is $111800 - $139800 per year. Our compensation is designed to be competitive and to reflect the value, experience, and
