The Network Operations Manager will establish and lead the management system that enables Network Operations to deliver reliable, predictable and continuously improving production services. This leader converts operational data into action, turns repeatable work into automation, strengthens cross-functional production governance and ensures that new products, services and releases are operationally ready before they enter steady-state support.
This is a builder role. The successful candidate will create practical standards, operating rhythms and measurable controls while developing a small, high-impact team. The role partners closely with Support, Operations, SRE, Engineering, DevOps, QA, Database Engineering, Product and Security.
Role mandate - Build and lead the Operational Excellence function, including its operating model, roadmap, governance and talent.
- Own the automation and tooling strategy for Network Operations, prioritizing work that reduces manual effort, repeat incidents and operational risk.
- Define and govern operational-readiness criteria for new products, services and significant changes before production handoff.
- Create the metrics, management reviews and continuous-improvement mechanisms that improve reliability, efficiency and customer outcomes.
What you will ownOperational management system - Design and run the operational cadence: service reviews, reliability reviews, action tracking, risk reviews and executive reporting.
- Define standards, procedures, controls and ownership models across Support, Operations and Operational Excellence.
- Develop a maturity roadmap and prioritize improvements using service performance, operational risk and business impact.
- Lead root-cause-driven improvement programs and ensure corrective actions produce durable outcomes.
Automation and tools - Own the Network Operations automation and tools roadmap, intake process and value measurement.
- Guide Automation & Tools Engineers in building self-service workflows, integrations, observability enhancements and safe operational automation.
- Measure automation impact through toil reduction, faster recovery, fewer errors and improved service consistency.
Operational readiness and service transition - Define production-readiness standards covering observability, alerting, support model, runbooks, SLOs, capacity, resilience, security, recovery, ownership and escalation.
- Review and govern operational readiness for designs created by Engineering; identify gaps, risks and acceptance conditions before launch or handoff.
- Ensure the support and operations teams receive the knowledge, access, documentation, tooling and training required to support new services.
- Track readiness exceptions and post-launch stabilization commitments to closure.
Metrics, insights and continuous improvement - Build dashboards and scorecards for availability, reliability, incident performance, change health, support quality, toil, automation value and improvement delivery.
- Translate operational data into clear priorities and decision-ready reporting for the Director of Network Operations and executive stakeholders.
- Create mechanisms to capture lessons, standardize effective practices and sustain gains over time.
Leadership and partnership - Set clear outcomes, coach team members and build a culture of accountability, curiosity, service and continuous improvement.
- Influence across organizational boundaries and resolve competing priorities using data, customer impact and operational risk.
- Act as a trusted delegate to the Director of Network Operations for operational-excellence initiatives and governance forums.
Required qualifications - 8+ years of experience supporting or operating large-scale production environments.
- 8+ years of experience across technology operations, production operations, reliability, service management, operational excellence or related disciplines, including 3+ years leading people or major cross-functional programs.
- Experience supporting broadband, telecommunications, networking, or service provider solutions.
- Strong understanding of customer-premises equipment (CPE) including: Broadband Gateways, Residential Gateways, Router, ONTs (Optical Network Terminals), Wi-Fi access points, Mesh networking solutions
- Experience working with Internet Service Providers (ISPs) or telecommunications operators as customers.
- Experience partnering with Software Engineering teams responsible for embedded software, firmware, networking platforms, or cloud services.
- Strong understanding of cloud infrastructure including: Google Cloud Platform (GCP) and Oracle Cloud Infrastructure (OCI)
- Experience working closely with DevOps and Platform Engineering teams supporting CI/CD pipelines and production deployments.
- Experience supporting distributed microservice-based applications running in Kubernetes or containerized environments.
- Strong understanding of production monitoring and observability platforms such as: Grafana, Prometheus, Datadog, Splunk, ELK/OpenSearch
- Experience leading production incident response for customer-facing services.
- Strong understanding of production networking concepts including: TCP/IP, DNS, DHCP, Routing, VPN, Load Balancing, Firewalls
- Experience coordinating production changes across Engineering, DevOps, QA, Database Engineering, Cloud Engineering, and Security teams.
- Demonstrated success building or materially improving operational practices in a complex, customer-facing production environment.
- Strong knowledge of incident, problem, change, service transition, observability, reliability and continuous-improvement practices.
- Experience creating automation or tooling roadmaps and partnering with engineers to deliver measurable operational outcomes.
- Ability to define useful metrics, analyze trends and communicate decisions and risks clearly to technical and executive audiences.
- Bachelor's degree in engineering, computer science, information systems, operations or equivalent practical experience.
Preferred qualifications - Hands-on familiarity with APIs, scripting and modern delivery practices.
- Experience scaling operations across multiple customers, regions or a 247 support model.
- Familiarity with TR-069, TR-369 (USP), or similar remote device management protocols.
- Experience supporting ACS or cloud-based device management platforms.
- Understanding of DOCSIS, GPON/XGS-PON, or Fiber-to-the-Home (FTTH) environments.
- Experience building operational readiness programs for firmware or cloud service releases.
- Experience working with large service providers such as cable operators, telecommunications companies, or broadband providers.
This position is fully remote within North America. Please note that we are unable to offer visa sponsorship for this role.Annual salary range: $110,000 - $160,000
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