Network Operations Manager

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

📋 Description

• Establish and oversee the management system that empowers Network Operations to provide reliable, predictable, and continuously improving production services.

• Develop and lead the Operational Excellence function, encompassing its operating model, roadmap, governance, and talent management.

• Take ownership of the automation and tooling strategy for Network Operations.

• Define and oversee operational readiness criteria for new products, services, and significant changes prior to production handoff.

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

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

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

• Lead improvement programs driven by root cause analysis and ensure that corrective actions yield sustainable outcomes.

• Manage the automation and tools roadmap for Network Operations, including the intake process and value measurement.

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

• Assess automation impact 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.

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

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

• Monitor readiness exceptions and commitments for post-launch stabilization until closure.

• Create dashboards and scorecards for metrics such as availability, reliability, incident performance, change health, support quality, toil, automation value, and improvement delivery.

• Convert operational data into priorities and actionable reporting for the Director of Network Operations and executive stakeholders.

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

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

• Influence across organizational boundaries and resolve competing priorities through data analysis, customer impact assessment, and operational risk evaluation.

• Serve as a trusted representative for the Director of Network Operations in operational excellence initiatives and governance forums.

• Engage directly in day-to-day operations, troubleshooting, and execution.

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

⛳️ Requirements

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

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

• 3+ years of experience in leading teams or major cross-functional initiatives.

• Familiarity with broadband, telecommunications, networking, or service provider solutions.

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

• Experience collaborating with Internet Service Providers (ISPs) or telecommunications operators as customers.

• Experience working with Software Engineering teams responsible for embedded software, firmware, networking platforms, or cloud services.

• Solid understanding of Google Cloud Platform (GCP) and Oracle Cloud Infrastructure (OCI).

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

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

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

• Experience leading production incident response for services that face customers.

• Strong knowledge 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.

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

• Strong knowledge of incident, problem, change, service transition, observability, reliability, and continuous improvement practices.

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

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

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

• Preferred: hands-on familiarity with APIs, scripting, and modern delivery practices.

• Preferred: experience in scaling operations across multiple customers, regions, or a 24×7 support model.

• Preferred: familiarity with TR-069, TR-369 (USP), or similar remote device management protocols.

• Preferred: experience in supporting ACS or cloud-based device management platforms.

• Preferred: understanding of DOCSIS, GPON/XGS-PON, or FTTH environments.

• Preferred: experience in developing operational readiness programs for firmware or cloud service releases.

• Preferred: experience working with large service providers such as cable operators, telecommunications companies, or broadband providers.

🏝️ Benefits

• Equal opportunities and non-discrimination in recruitment processes.

• Inclusive and diverse working environment.