Network Operations Manager

Network Operations Manager – Charlotte, NC Responsibilities Own delivery of 24x7x365 network operations services across the global infrastructure. Ensure service performance aligns with SLA and KPI targets, including availability, MTTR, and change success rate. Oversee incident, problem, and change management across all tiers (L1–L3) and act as escalation authority for major (P1/P2) incidents and enterprise outages. Ensure consistent execution of ITIL‑aligned ITSM processes. Translate operational metrics into business impact and support executive stakeholder communication. Make decisions under pressure during critical incidents and maintain operational rigor with process discipline. Govern MSP delivery model, ensuring vendor compliance with staffing, coverage, redundancy, service quality and KPI targets. Lead vendor performance reviews, including weekly service reviews, monthly engagement reporting, and quarterly business reviews. Oversee network capacity planning and performance optimization. Drive continuous improvement initiatives such as automation, tooling enhancement, and monitoring & observability improvements. Standardize runbooks and documentation. Lead and manage outsourced and remote teams. Qualifications 5+ years of leading a network operations team in a global enterprise environment. 10+ years of engineering, implementing, and supporting global networks. Advanced technical expertise in L2 and L3 protocols and technologies, including IPSec, DMVPN, BGP, OSPF, EIGRP, VPC, QoS, and 802.1x. Proficiency with Cisco IOS‑XE and NX‑OS. Experience with Aruba, F5, Riverbed, Cisco (Catalyst, ISR, ASR, Nexus), Splunk, and SolarWinds. Knowledge of Cisco ACI and Aruba ClearPass is a plus. Familiarity with open‑source monitoring and troubleshooting tools such as Wireshark. Excellent communication, problem‑solving, and stakeholder‑interaction skills. Bachelor’s or Master’s degree in Engineering or Computer Science, or equivalent experience. Flexible schedule, including nights and weekends. Certifications Cisco CCNP or CCIE (CCIE preferred). Compensation & Benefits Base Pay Range: $152,370.00 – $186,230.00. Medical, Dental, and Vision coverage. Wellbeing Reimbursement Account for self and eligible dependents. Paid Time Off, Holiday schedules, and Financial Planning Time Off. Parental Leave and Adoption Assistance Program. Competitive 401(k) savings plan with company match and additional contribution. EEO Statement Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company. #J-18808-Ljbffr