One Call

JOB SUMMARY:

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.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

• 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.

EDUCATIONAL AND EXPERIENCE 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.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• 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.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office. Occasional in-person team meetings may be required depending on the position.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
• The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.

Senior Manager, Network Operations 

Leads the Network Operations function at the department level. Owns department-level network strategy, headcount planning, budget management, and the multi-year technology roadmap. Manages through team leads or managers, setting expectations for leadership quality and execution standards across the organization. Owns department-level KPIs, SLAs, and operational metrics, reporting performance trends and improvement actions to executive leadership. Evaluates build-vs-buy-vs-partner decisions for network technologies and manages vendor relationships and contract negotiations, and coordinates cross-departmental initiatives with Cybersecurity, Cloud Engineering, and Infrastructure leadership to align shared priorities. Drives organizational adoption of modern networking practices (zero-trust, SASE, network automation). Presents network strategy and investment recommendations to Director/VP-level leadership. Reports to Director/VP of IT. Typically requires 7+ years of progressive experience in network engineering with at least 3 years in a people management role.

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.