CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

Role Summary

The Network Operations Manager will lead and manage the day-to-day operations of our network service delivery team, ensuring the highest level of performance, reliability and customer satisfaction. This role is responsible for people management, process oversight, tooling & automation, monitoring and escalation paths, continuous improvement and vendor/partner coordination. The manager will serve as a key link between technical operations, service delivery, engineering, and clients.

Key Responsibilities

• Lead, mentor and develop a team of network operations engineers/technicians, ensuring strong performance, high morale and professional growth.
• Oversee all aspects of network operations: monitoring, incident response, change management, problem management, capacity planning, escalation management, and post-incident review.
• Ensure service level targets (availability, performance, mean time to repair, etc) are met or exceeded for our clients’ network environments.
• Define, maintain and continuously improve operational processes and workflows for network operations (including run books, standard operating procedures, service-handoffs, escalation matrices).
• Work with vendors, service providers and partners to ensure network infrastructure and services (e.g., SD-WAN, NaaS, SASE, hybrid connectivity) are delivered, maintained and optimized.
• Monitor network performance, capacity and health across on-prem, hybrid and cloud networking environments; drive proactive remediation, optimization and preventative maintenance.
• Collaborate with engineering, architecture, service delivery and account teams to ensure operational readiness of new network services and transitions.
• Provide regular and ad-hoc reports on network health, team performance, trends, incidents and improvement opportunities to senior leadership.
• Drive automation and tooling initiatives to improve efficiency and reduce manual effort (e.g., scripted responses, analytics, dashboards, self-healing capabilities).
• Promote a culture of continuous improvement, operational excellence and customer-centric service delivery; champion best practices and quality metrics.
• Manage the budget, resources and performance of the network operations team; ensure compliance with corporate and industry (e.g., security, regulatory) standards.
• Act as escalation point for major network incidents and coordinate cross-functional response to ensure timely resolution and communication to stakeholders.
• This Position emphasizes in Management duties, it is not expected to be technical hands-on, but fully focus in managing people, tasks, 24/7 escalations, ensuring right resources are engaged depending on the project and or incident, ensuring that goals and metrics are achieved, ensure tickets SLAs are being met, develop reports for leadership, dashboards, etc.

Qualifications

Required:

• Bachelor’s degree in Computer Science, Information Technology, Network Engineering or related field (or equivalent experience).
• 8+ years of experience in network operations, network engineering or service delivery, with at least 3+ years in a supervisory or management role.
• Strong technical foundation in network technologies: routing, switching, firewalls, VPNs, SD-WAN, SASE, network monitoring/management tools, cloud/hybrid connectivity.
• Demonstrated experience leading operations teams in a 24×7 service environment with SLA accountability.
• Excellent leadership, communication and stakeholder-management skills—capable of interfacing with technical staff, vendors and senior business leadership.
• Proven ability to establish and drive operational processes, metrics, dashboards and escalation protocols.
• Solid experience with incident, problem and change management frameworks and tools.
• Strong analytical and problem-solving skills, with a focus on proactive monitoring, capacity planning and performance optimization.
• Familiarity with automation, scripting or orchestration (e.g., Python, PowerShell, Ansible) and network telemetry/analytics tools is a plus.
• Knowledge of security and compliance considerations (e.g., Zero Trust, SASE) in network operations context.

Preferred:

• Master’s degree in related field or relevant certifications (e.g., CCNP/CCIE, CompTIA Network+, ITIL, SRE/DevOps certifications).
• Experience working for a services organization or managed-services provider supporting multiple customers.
• Experience with hybrid cloud networking and large-scale enterprise connectivity (on-prem, cloud, edge).
• Experience with vendor/partner ecosystems and contract/service management.
• Prior experience in driving automation and process improvement initiatives that significantly improved operational performance.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.