Network Operations Lead

Position Summary

The Network Lead provides technical leadership, operational oversight, and strategic direction for the Network Operations Service Portfolio. This role serves as the primary escalation point and subject matter expert for complex and large network initiatives, vendor coordination, service delivery and operational excellence. The Network Lead partners closely with Corporate IT, Business Units, and Managed Service Providers (MSPs) to ensure reliable, secure, and scalable network services while balancing complexity, cost, and speed to delivery.

The role plays a critical part in roadmap development, incident leadership, and the successful execution of IT-enabled business change.

• Lead the administration, support, and continuous improvement of the Network and Operations Service Portfolio.
• Serve as the Network Subject Matter Expert for the enterprise, providing technical leadership, guidance, and decision support across the Network Service Portfolio.
• Lead the definition and adoption of network standards, best practices, and technical direction to ensure scalable, secure, and supportable enterprise solutions.
• Act as the senior technical escalation point for complex incidents, outages, and problem management efforts.
• Provide structured leadership during high‑severity incidents, guiding troubleshooting, remediation, and post‑incident review activities.
• Ensure operational stability and implement measures to maintain performance, and security across enterprise network environments.

• Define, maintain, and evolve enterprise network architecture standards to ensure scalability, security, resilience, and alignment with business and technology strategies.
• Review and guide network designs and changes to ensure consistency with architectural principles, operational supportability, and long‑term roadmap objectives.
• Define and contribute to the vision, strategy, and technical direction for network technologies.
• Execute business cases, methods, and metrics to support IT‑enabled business change roadmaps.
• Ensure network solutions align with enterprise architecture standards, security requirements, and long‑term sustainability goals.
• Partner with Business Units to translate business needs into scalable and supportable network designs.

• Serve as the primary technical liaison for Managed Service Providers and strategic vendors to deliver higher tier support, advanced troubleshooting, and timely escalations aligned with enterprise standards.
• Act as the primary technical point of contact for vendor engagements, ensuring effective service delivery, operational process improvements, performance accountability, and alignment to operational and strategic objectives.
• Coordinate with MSPs to provide higher‑tier support, escalations, and advanced troubleshooting.
• Ensure MSP services are utilized effectively to optimize operational efficiency and service quality.
• Participate in vendor relationship management, including performance reviews, service improvement initiatives, and roadmap alignment.

• Lead large network initiatives and projects with limited oversight using the IDEX PMO methodology.
• Manage projects from concept through execution and closeout, including:
  Business case development and benefits identification, Stakeholder identification and engagement, Project planning, execution, and communication, Risk, issue, and dependency management.
• Provide technical leadership and oversight for network‑related change initiatives.

• Contribute to service tower technology planning as a lead subject matter expert.
• Ensure accurate documentation, standards, and operational procedures are maintained.
• Lead contributions to the Knowledge Content System (KCS), including publishing and maintaining high‑quality knowledge articles.
• Promote continuous improvement through knowledge sharing, automation, and operational best practices.

• Provide technical guidance and mentorship to network engineers and analysts.
• Assist team members in developing technical skills and operational maturity.
• Support the development of future leaders through project participation and cross‑functional collaboration.

Advanced knowledge of enterprise network technologies, including:
Routing