Network Operations Analyst

Sun Life Assurance Company of Canada; Wellesley (MA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Pension

Stock options

Savings plan

Job summary

Sun Life U.S. in Wellesley, MA seeks a Network Operations Analyst to maintain local and field networks and Sun Life’s global WAN resources, ensuring reliable data, voice, and video connectivity for customers, partners and staff.

This office-based role requires five days on-site, involves incident management, changes per ITIL, and collaboration with cross-functional teams and vendors; it offers a competitive salary and bonus tied to market ranges, plus pension and stock benefits.

Qualifications

• Experience supporting network devices.
• Knowledge of TCP/IP and related protocols.
• Knowledge of LAN and WAN technologies, including routers, switches, analyzers, routing protocols, and network management.
• Knowledge of DNS, DHCP, load balancing, VPN gateways, and firewalls.
• Computer Science, Mathematics, or Engineering degree or diploma.
• Industry-recognized certifications such as Cisco CCENT, CCT, or CCNA.
• Understanding of cabling types and etiquette.
• Experience with hardware receiving, deployment staging, shipping, asset inventory, vendor warranty processes, and equipment recycling is an asset.

Responsibilities

• Support first-level issues for Sun Life network infrastructure.
• Accept, triage, analyze, complete, assign, and manage incidents and problems in alignment with the ITIL model.
• Follow the ITIL model for changes required to network devices.
• Apply hardware and software knowledge to ensure solutions integrate effectively into the existing environment.
• Work with the Operations Command Centre on incident tickets transferred to the group and ensure knowledge base articles are accurate.
• Work with second- and third-level teams to keep documentation accurate.
• Manage work across multiple locations, with potential travel between Toronto, Waterloo, and Wellesley.
• Use project-planning skills to complete assigned tasks on time and within budget.
• Consult with internal and external clients to determine requirements for successful project deliverables.
• Provide advice and backup support to other analysts and network support personnel.
• Work with external vendors, service providers, and other infrastructure teams as required.
• Manage the full lifecycle logistics of network hardware, including receiving equipment from vendors, validating shipments, and maintaining chain-of-custody records.
• Stage network equipment by applying approved configurations, firmware, labels, and deployment documentation before shipment or installation.
• Coordinate secure packaging and shipping of network hardware to offices, track deliveries, and confirm receipt.
• Maintain accurate hardware inventory and asset records, including stock levels, locations, serial numbers, assignments, and lifecycle status.
• Coordinate warranty replacement and return-material-authorization activities with vendors, including replacement tracking and return of defective equipment.
• Coordinate secure decommissioning and environmentally responsible recycling of end-of-life hardware in accordance with corporate asset-management, data-handling, and sustainability requirements.
• Support overtime outside regular business hours when needed.

Skills

Network fundamentals

TCP/IP knowledge

LAN/WAN technologies

Routing & Switching

Education

Degree in Computer Science, Mathematics, or Engineering

Tools

Cisco CCENT/CCNA certifications

Job description

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

Job Description

Primary Location: Wellesley, Massachusetts

Network Operations Analyst

Permanent Full-Time

In-office requirement of five (5) days per week

Enterprise Network Services seeks a Network Operations Analyst to join the Network Operations team. This team is accountable for operating network and connectivity services that allow the Sun Life community to digitally interconnect devices and support data, voice, and video communications with customers, suppliers, advisors, and partners. This is an office-based role requiring regular on-site presence.

The Network Operations Analyst is responsible for the operations, maintenance, and protection of local and field networks, as well as Sun Life Financials' global WAN resources.

The Enterprise Network Services group provides networking infrastructure services for Sun Life Financials' local and wide area networks, including firewalls, load balancing, ISP provisioning, physical and logical network design, wireless LAN, remote access VPN, VoIP, IP address management, routers, and switches.

Responsibilities

• Support first-level issues for Sun Life network infrastructure.
• Accept, triage, analyze, complete, assign, and manage incidents and problems in alignment with the ITIL model.
• Follow the ITIL model for changes required to network devices.
• Apply hardware and software knowledge to ensure solutions integrate effectively into the existing environment.
• Work with the Operations Command Centre on incident tickets transferred to the group and ensure knowledge base articles are accurate.
• Work with second- and third-level teams to keep documentation accurate.
• Manage work across multiple locations, with potential travel between Toronto, Waterloo, and Wellesley.
• Use project-planning skills to complete assigned tasks on time and within budget.
• Consult with internal and external clients to determine requirements for successful project deliverables.
• Provide advice and backup support to other analysts and network support personnel.
• Work with external vendors, service providers, and other infrastructure teams as required.
• Manage the full lifecycle logistics of network hardware, including receiving equipment from vendors, validating shipments, and maintaining chain-of-custody records.
• Stage network equipment by applying approved configurations, firmware, labels, and deployment documentation before shipment or installation.
• Coordinate secure packaging and shipping of network hardware to offices, track deliveries, and confirm receipt.
• Maintain accurate hardware inventory and asset records, including stock levels, locations, serial numbers, assignments, and lifecycle status.
• Coordinate warranty replacement and return-material-authorization activities with vendors, including replacement tracking and return of defective equipment.
• Coordinate secure decommissioning and environmentally responsible recycling of end-of-life hardware in accordance with corporate asset-management, data-handling, and sustainability requirements.
• Support overtime outside regular business hours when needed.

Qualifications

• Experience supporting network devices.
• Knowledge of TCP/IP and related protocols.
• Knowledge of LAN and WAN technologies, including routers, switches, analyzers, routing protocols, and network management.
• Knowledge of DNS, DHCP, load balancing, VPN gateways, and firewalls.
• Computer Science, Mathematics, or Engineering degree or diploma.
• Industry-recognized certifications such as Cisco CCENT, CCT, or CCNA.
• Understanding of cabling types and etiquette.
• Experience with hardware receiving, deployment staging, shipping, asset inventory, vendor warranty processes, and equipment recycling is an asset.

What's in it for you?

• An office-based role that supports close collaboration with Network Operations colleagues and hands-on network hardware activities.
• Competitive salary and bonus structure influenced by market range data.
• Pension, stock, and savings