Network Operations Manager

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better.

Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Network Operations Manager to join our team in Charlotte, NC. The Network Operations Manager is responsible for end-to-end operational delivery of enterprise network services, ensuring availability, stability, and performance across a global 24x7 infrastructure. This role provides strategic and operational leadership over Network Operations (NOC), including oversight of regional delivery teams, managed service providers, and service performance against agreed SLAs and KPIs.As

a Network Operations Manager you’ll move Pacific Life, and your career, forward by acting as the primary accountability point for service outcomes, governance, and continuous improvement of network operations. The successful candidate will have served in a similar role in a Fortune 500 environment and will have significant experience in managing and securing global networks. You will fill a new role that sits on a small team of people.

How you’ll help move us forward:

Service Delivery & Operations Management:

Own delivery of 24x7x365 network operations services across global infrastructure.

Ensure service performance aligns with SLA and KPI targets (availability, MTTR, change success rate, etc.).Oversee incident, problem, and change management across all tiers (L1–L3).Ensure consistent execution of ITIL-aligned ITSM processes.

Act as escalation authority for major (P1/P2) incidents and enterprise outages

Leadership & Soft Skills Strong executive communication and stakeholder management

Ability to translate operational metrics into business impact

Decision-making under pressure during critical incidents

Operational rigor with emphasis on process discipline

Vendor & Managed Service Oversight:

Govern MSP delivery model, Ensure vendor compliance with staffing model (roles, coverage, redundancy), service quality and KPI targets

Lead vendor performance reviews, including weekly service reviews, monthly engagement reporting and Quarterly business reviews (QBRs)
Capacity, Performance & Continuous Improvement:

Oversee network capacity planning and performance optimization

Drive continuous improvement initiatives, including automation and tooling enhancement, monitoring and observability improvements

Runbook and documentation standardization

The experience you bring:5+ years leading a network operations team in a global enterprise environment.
10+ years of experience in engineering, implementing, and supporting global networks

Candidate must have advanced technical skills and experience with the following L2 and L3 protocols and technologies such as IPSec, DMVPN, BGP, OSPF, EIGRP, VPC, QoS, 802.1x. Be familiar with Cisco IOS-XE and NXOS.Candidate must be familiar with various platforms – Aruba, F5, Riverbed, Cisco (Catalyst, ISR, ASR, Nexus), Splunk and Solar Winds. Knowledge of Cisco ACI and Aruba Clear Pass is a plus.

Must understand open-source tools to assist in monitoring, troubleshooting and performance analysis (e.g Wireshark and alike).Must have excellent communication and problem-solving skills, attention to detail, ability to interact with a wide variety of stakeholders and with experience presenting the business side of technical topics to non-technical audiences

One or more of the following certifications:
Cisco CCNP, Cisco CCIE is preferred

Flexible schedule, including the ability to work nights and weekends

Experience leading outsourced and remote teamsB.S/MS in Engineering and/or Computer Science or equivalent experience

What makes you stand out:

CCIE Certification You can be who you are.

People…