Network Operations Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Establish and oversee the Operational Excellence function, which encompasses its operational model, strategic roadmap, governance structure, and talent development.

• Manage the strategy for automation and tooling within Network Operations.

• Define and oversee operational-readiness criteria for the launch of new products, services, and major changes prior to handoff to production.

• Develop metrics, management reviews, and continuous improvement initiatives aimed at enhancing reliability, efficiency, and customer satisfaction.

• Design and implement the operational cadence, which includes service reviews, reliability assessments, action tracking, risk evaluations, and executive reporting.

• Establish standards, procedures, controls, and ownership models across Support, Operations, and Operational Excellence.

• Create a maturity roadmap and prioritize enhancements based on service performance, operational risks, and business impact.

• Lead improvement initiatives driven by root-cause analysis, ensuring that corrective measures yield sustainable results.

• Own the roadmap for automation and tools in Network Operations, including the intake process and value assessment.

• Guide Automation & Tools Engineers in developing self-service workflows, integrations, observability improvements, and safe operational automation.

• Assess the impact of automation through reductions in toil, quicker recovery times, fewer errors, and enhanced service consistency.

• Establish production-readiness standards that encompass observability, alerting, support models, runbooks, SLOs, capacity, resilience, security, recovery, ownership, and escalation protocols.

• Review and govern operational readiness for engineering designs; identify gaps, risks, and acceptance criteria prior to launch or handoff.

• Ensure that Support and Operations teams are equipped with the necessary knowledge, access, documentation, tools, and training to support new services.

• Monitor readiness exceptions and follow up on post-launch stabilization commitments until resolved.

• Create dashboards and scorecards to track availability, reliability, incident performance, change health, support quality, toil, automation value, and improvement delivery.

• Convert operational data into actionable priorities and reporting that is ready for decision-making by the Director of Network Operations and executive stakeholders.

• Develop mechanisms to capture lessons learned, standardize effective practices, and maintain improvements.

• Set clear objectives, mentor team members, and foster a culture of accountability, curiosity, service, and continuous improvement.

• Influence across various organizational boundaries and address conflicting priorities using data, customer impact, and operational risk assessments.

• Serve as a reliable delegate to the Director of Network Operations for initiatives related to operational excellence and governance forums.

• Collaborate with Support, Operations, SRE, Engineering, DevOps, QA, Database Engineering, Product, and Security teams.

⛳️ Requirements

• A minimum of 8 years of experience in supporting or managing large-scale production environments.

• At least 8 years of experience in technology operations, production operations, reliability, service management, operational excellence, or related fields.

• Over 3 years of experience in leadership roles or managing significant cross-functional programs.

• Experience in supporting broadband, telecommunications, networking, or service provider solutions.

• Strong knowledge of customer-premises equipment (CPE), including Broadband Gateways, Residential Gateways, Routers, ONTs, Wi-Fi access points, and Mesh networking solutions.

• Experience working with Internet Service Providers (ISPs) or telecommunications operators as clients.

• Background in collaborating with Software Engineering teams responsible for embedded software, firmware, networking platforms, or cloud services.

• In-depth understanding of Google Cloud Platform (GCP) and Oracle Cloud Infrastructure (OCI).

• Experience working closely with DevOps and Platform Engineering teams that support CI/CD pipelines and production deployments.

• Experience with distributed microservice-based applications operating in Kubernetes or containerized environments.

• Strong knowledge of production monitoring and observability tools such as Grafana, Prometheus, Datadog, Splunk, and ELK/OpenSearch.

• Proven experience leading production incident responses for customer-facing services.

• Strong understanding of TCP/IP, DNS, DHCP, Routing, VPN, Load Balancing, and Firewalls.

• Experience coordinating production changes across Engineering, DevOps, QA, Database Engineering, Cloud Engineering, and Security teams.

• Demonstrated success in developing or significantly enhancing operational practices in complex, customer-facing production environments.

• Strong familiarity with incident, problem, change, service transition, observability, reliability, and continuous improvement practices.

• Experience in creating automation or tooling roadmaps and collaborating with engineers to achieve measurable operational results.

• Ability to define meaningful metrics, analyze trends, and effectively communicate decisions and risks to both technical and executive audiences.

• Bachelor’s degree in engineering, computer science, information systems, operations, or equivalent practical experience.

• Hands-on knowledge of APIs, scripting, and modern delivery methodologies.

• Experience scaling operations across multiple customers, regions, or a 24/7 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 in developing operational readiness programs for firmware or cloud service launches.

• Experience collaborating with large service providers such as cable operators, telecommunications companies, or broadband providers.

• Must not require visa sponsorship; AXON Networks is unable to provide visa sponsorship for this position.

🏝️ Benefits

• Equal-opportunity recruitment processes.

• An inclusive and diverse working environment.

• Fully remote work available within North America.