Network Operations Manager (Canada - Remote)

AXON Networks; Toronto; Presencial; CAD 140.000 - 190.000; Jornada completa

Descripción de la vacante

AXON Networks seeks a senior leader to build and run the Operational Excellence function, shaping the org’s operating model and governance. You will own the automation roadmap, define readiness criteria, and drive continuous improvement across Support, Operations, Development and Security teams.

You will partner with Engineering, DevOps and SRE to measure toil, reliability and customer outcomes, while building scalable, durable processes and metrics to inform executive decisions.

Formación

• 8+ years of experience supporting or operating large-scale production environments.
• 8+ years across technology operations, production operations, reliability, service management or related disciplines.
• Experience with ISPs or telecommunications operators as customers.
• Strong understanding of cloud infrastructure (GCP/OCI).
• Experience leading cross-functional programs and EC governance.
• Knowledge of incident, problem, change and service-transition practices.
• Bachelor’s degree in engineering, computer science or related field.

Responsabilidades

• Build and lead the Operational Excellence function, including its model, roadmap, governance and talent.
• Own the automation and tooling strategy for Network Operations to reduce toil and risk.
• Define production-readiness standards for new products and changes before handoff.
• Create dashboards and scorecards for availability, reliability and incident performance.

Conocimientos

Leadership

Reliability engineering

Operational excellence

Cloud / GCP / OCI

Kubernetes / CI/CD

Monitoring / Observability

Cross-functional collaboration

Automation roadmaps

Educación

Bachelor's degree in engineering or related field

Herramientas

Grafana

Prometheus

Datadog

ELK/OpenSearch

Jira

Git

Descripción del empleo

AXON Networks delivers a robust AI-driven, analytics-based orchestration platform and a wide portfolio of next-gen high-speed routers that leverage the newest Wi-Fi technologies. Together, these technologies give ISPs the ability to manage and troubleshoot their networks in real time, and to deliver an outstanding customer experience.

AXON Networks is a trusted strategic partner for its customers, helping them evaluate their current technologies and business models, and creating and executing strategies that enable them to innovate faster, accelerate their digital transformations, and strengthen their relationships with consumers.

AXON Networks is headquartered in Irvine, CA USA with Asia HQ in Singapore and also operating in Denmark, Spain and Vietnam.

This is a highly technical role that requires hands-on involvement in day-to-day operations, debugging, and execution. The successful candidate will create practical standards, operating rhythms and measurable controls while developing a small, high-impact team. The role partners closely with Support, Operations, SRE, Engineering, DevOps, QA, Database Engineering, Product and Security.

Role mandate

• Build and lead the Operational Excellence function, including its operating model, roadmap, governance and talent.
• Own the automation and tooling strategy for Network Operations, prioritizing work that reduces manual effort, repeat incidents and operational risk.
• Define and govern operational-readiness criteria for new products, services and significant changes before production handoff.
• Create the metrics, management reviews and continuous-improvement mechanisms that improve reliability, efficiency and customer outcomes.

What You Will Own

Operational management system

• Design and run the operational cadence: service reviews, reliability reviews, action tracking, risk reviews and executive reporting.
• Define standards, procedures, controls and ownership models across Support, Operations and Operational Excellence.
• Develop a maturity roadmap and prioritize improvements using service performance, operational risk and business impact.
• Lead root-cause-driven improvement programs and ensure corrective actions produce durable outcomes.

Automation and tools

• Own the Network Operations automation and tools roadmap, intake process and value measurement.
• Guide Automation & Tools Engineers in building self-service workflows, integrations, observability enhancements and safe operational automation.
• Measure automation impact through toil reduction, faster recovery, fewer errors and improved service consistency.

Operational readiness and service transition

• Define production-readiness standards covering observability, alerting, support model, runbooks, SLOs, capacity, resilience, security, recovery, ownership and escalation.
• Review and govern operational readiness for designs created by Engineering; identify gaps, risks and acceptance conditions before launch or handoff.
• Ensure the support and operation s teams receive the knowledge, access, documentation, tooling and training required to support new services.
• Track readiness exceptions and post-launch stabilization commitments to closure.

Metrics, insights and continuous improvement

• Build dashboards and scorecards for availability, reliability, incident performance, change health, support quality, toil, automation value and improvement delivery.
• Translate operational data into clear priorities and decision-ready reporting for the Director of Network Operations and executive stakeholders.
• Create mechanisms to capture lessons, standardize effective practices and sustain gains over time.

Leadership and partnership

• Set clear outcomes, coach team members and build a culture of accountability, curiosity, service and continuous improvement.
• Influence across organizational boundaries and resolve competing priorities using data, customer impact and operational risk.
• Act as a trusted delegate to the Director of Network Operations for operational-excellence initiatives and governance forums.

Required Qualifications

• 8+ years of experience supporting or operating large-scale production environments.
• 8 + years of experience across technology operations, production operations, reliability, service management, operational excellence or related disciplines, including 3+ years leading people or major cross-functional programs.
• Experience supporting broadband, telecommunications, networking, or service provider solutions.
• Strong understanding of customer-premises equipment (CPE) including: Broadband Gateways, Residential Gateways, Router, ONTs (Optical Network Terminals), Wi-Fi access points, Mesh networking solutions
• Experience working with Internet Service Providers (ISPs) or telecommunications operators as customers.
• Experience partnering with Software Engineering teams responsible for embedded software, firmware, networking platforms, or cloud services.
• Strong understanding of cloud infrastructure including: Google Cloud Platform (GCP) and Oracle Cloud Infrastructure (OCI)
• Experience working closely with DevOps and Platform Engineering teams supporting CI/CD pipelines and production deployments.
• Experience supporting distributed microservice-based applications running in Kubernetes or containerized environments.
• Strong understanding of production monitoring and observability platforms such as: Grafana, Prometheus, Datadog, Splunk, ELK/OpenSearch
• Experience leading production incident response for customer-facing services.
• Strong understanding of production networking concepts including: TCP/IP, DNS, DHCP, Routing, VPN, Load Balancing, Firewalls
• Experience coordinating production changes across Engineering, DevOps, QA, Database Engineering, Cloud Engineering, and Security teams.
• Demonstrated success building or materially improving operational practices in a complex, customer-facing production environment.
• Strong knowledge of incident, problem, change, service transition, observability, reliability and continuous-improvement practices.
• Experience creating automation or tooling roadmaps and partnering with engineers to deliver measurable operational outcomes.
• Ability to define useful metrics, analyze trends and communicate decisions and risks clearly to technical and executive audiences.
• Bachelor’s degree in engineering, computer science, information systems, operations or equivalent practical experience.

Preferred Qualifications

• Hands-on familiarity with APIs, scripting and modern delivery practices.
• Experience scaling operations across multiple customers, regions or a 24×7 support model.
• Familiarity with TR-069, TR-369 (USP), or similar remote device management protocols.
• Experience supporting ACS or cloud-based device management platforms.
• Understanding of DOCSIS, GPON/XGS-PON, or Fiber-to-the-Home (FTTH) environments.
• Experience building operational readiness programs for firmware or cloud service releases.
• Experience working with large service providers such as cable operators, telecommunications companies, or broadband providers.

Type: Contract

Join AXON Networks!

At AXON Networks, we promote equal opportunities in all our recruitment processes, ensuring non-discrimination on the basis of gender, age, origin, disability, or any other personal circumstances. We assess talent based on objective criteria and foster an inclusive and diverse working environment.

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