Technical Operations Manager

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The Technical Operations Manager will be responsible for the operational leadership, service delivery, governance, and continual improvement of enterprise networking and observability services. The role manages a team of network, wireless, SD-WAN, and observability engineers responsible for the support, maintenance, monitoring, and optimization of client managed services infrastructure. The Technical Operations Manager ensures the availability, performance, security, and service quality of Cisco SD-WAN, Cisco Wireless, NETSCOUT, and observability platform stack.

The role provides leadership across operational support functions, incident management, customer engagement, service assurance, automation initiatives, and technical governance while ensuring compliance with service levels and contractual obligations. The incumbent will work closely with clients, architects, engineering teams, vendors, and business stakeholders to ensure operational excellence and drive continuous service improvement.

• Lead and manage network operations responsible for Cisco SD-WAN, Cisco Wireless, Observability, and Network Performance Monitoring services.
• Ensure the successful delivery and operational support of managed services in accordance with contractual SLAs and OLAs.
• Oversee the 24x7 monitoring, management, and support of customer environments.
• Provide technical and operational leadership during major incidents and service outages.
• Ensure all operational processes are aligned to ITIL best practices.
• Drive operational excellence through process standardization, automation, and continual improvement initiatives.
• Maintain responsibility for overall service performance, customer satisfaction, and operational stability.

• Ensure effective delivery of managed network and observability services across all supported customer environments.
• Monitor service performance against agreed service levels and contractual commitments.
• Review service metrics, trends, and operational reports to identify areas for improvement.
• Coordinate service transition activities for new customers, technologies, and projects entering operational support.
• Manage service risks, escalations, changes and mitigation plans.
• Participate in customer governance meetings, service reviews, and operational steering committees.
• Develop and maintain data driven service improvement plans.

• Provide operational oversight for:
• Cisco SD-WAN environments
• Cisco Catalyst and enterprise networking infrastructure
• Cisco Wireless LAN environments
• NETSCOUT nGeniusONE solutions
• Observability stack environments
• Dashboards and observability platforms
• Network telemetry and analytics platforms
• IPSEC VPN services
• Routing and switching environments
• Network automation platforms
• Validate operational readiness for new technologies and solutions.
• Ensure platform standards, monitoring standards, and operational procedures are maintained and reviewed regularly.
• Ensure compliance with information security, governance, and risk management requirements.

• Own the operational strategy for enterprise observability services.
• Drive enhancements to monitoring coverage, alerting effectiveness, and event correlation capabilities.
• Ensure monitoring systems provide proactive visibility into service health and customer experience.
• O…