Network Operations Manager

Encore Technologies; Pittsburgh (Allegheny County); On-site; USD 110,000 - 150,000; Full time

Job summary

Encore Technologies in Pittsburgh is seeking an Operations Manager to lead the Network Managed Services operations, overseeing monitoring, incident response, change and problem management, and service delivery to meet SLAs.

The ideal candidate is a hands-on operational leader with ITIL knowledge, strong enterprise network expertise, and the ability to balance strategic planning with rapid incident Resolution and customer-facing service delivery.

Qualifications

• Bachelor’s degree in IT, CS, engineering or equivalent experience.
• 7+ years of network operations, managed services or related field.
• 3+ years in an operations management or leadership role.
• Strong enterprise network knowledge: routing, switching, WAN/LAN, VPN, firewalls.
• Experience in incident, problem, change, and service management.
• Proficient in SLA/KPI management and operational reporting.
• Excellent written and verbal communication; stakeholder management.
• Ability to work in fast-paced environment with competing priorities.

Responsibilities

• Lead day-to-day Network Managed Services operations.
• Provide oversight for monitoring, incident response, and service restoration.
• Ensure SLA/KPI compliance and customer satisfaction.
• Develop and maintain operational procedures and escalation paths.
• Drive continuous improvement and automation with cross-functional teams.
• Coordinate vendor performance and third-party service delivery.
• Act as escalation point for complex operational issues.

Skills

Network operations

ITIL practices

Incident management

Service delivery

Vendor management

Leadership

Stakeholder mgmt

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

Nagios

SolarWinds

Job description

The Network Managed Services – Operations Manager is responsible for leading the day-to-day operations and service delivery of a network managed services organization. This role provides operational leadership across network monitoring, incident and problem management, service assurance, performance management, change management, and continuous improvement.

The Operations Manager serves as a key point of escalation for complex operational issues and works closely with Network Engineering, Service Delivery, Security, Service Desk, Project Management, vendors, and customers to ensure network services are delivered reliably, efficiently, and in accordance with established service-level agreements (SLAs).

The ideal candidate is a hands‑on operational leader with strong knowledge of enterprise network environments, managed services processes, ITIL practices, and customer-facing service delivery. The successful candidate will be comfortable balancing strategic planning with the ability to quickly engage in critical incidents and operational challenges.

Responsibilities:

Network Operations Leadership

• Lead and manage day‑to‑day Network Managed Services operations across enterprise network environments.
• Provide operational oversight for network monitoring, event management, incident response, problem management, and service restoration.
• Ensure network operations teams consistently meet or exceed contractual SLAs, operational KPIs, and customer expectations.
• Establish and maintain effective operational procedures, standards, escalation paths, and support models.
• Provide leadership during high‑severity incidents, major outages, and customer‑impacting events.
• Coordinate cross‑functional teams to drive timely resolution of complex network issues.
• Ensure effective 24x7 operational coverage, escalation management, and on‑call processes as required.

Service Delivery & Customer Management

• Partner with Service Delivery Managers and customer stakeholders to ensure successful delivery of managed network services.
• Act as an operational escalation point for customer concerns, service-impacting events, and recurring issues.
• Participate in service reviews and provide operational metrics, trends, risks, and improvement plans.
• Develop strong relationships with customers and internal stakeholders while maintaining a customer-focused operational culture.
• Ensure operational commitments and service requirements are clearly understood and consistently executed.

Performance & Service Management

• Monitor operational performance against SLAs, OLAs, KPIs, and other contractual commitments.
• Establish dashboards and reporting mechanisms to provide visibility into network availability, incidents, response times, resolution times, capacity, and service quality.
• Analyze operational trends to identify recurring issues, performance gaps, and opportunities for improvement.
• Drive root‑cause analysis and corrective actions for recurring incidents and chronic network problems.
• Ensure effective problem management practices are implemented to reduce repeat incidents and improve service stability.
• Identify opportunities to improve network operations through process optimization, automation, tooling, and standardization.
• Partner with Engineering and Technology teams to implement automation that reduces manual effort and improves operational efficiency.
• Drive initiatives to improve monitoring, alert quality, incident response, reporting, and service reliability.
• Evaluate operational processes and technologies to improve scalability, efficiency, and customer experience.
• Establish a culture of proactive problem identification rather than reactive issue resolution.
• Coordinate with network equipment manufacturers, telecommunications providers, cloud providers, and other third‑party partners.
• Manage operational escalations with vendors and ensure timely resolution of vendor-related incidents.
• Monitor vendor performance against contractual and operational expectations.
• Support vendor reviews, service assessments, and improvement initiatives

Other duties as assigned.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.
• 7+ years of experience in network operations, managed services, telecommunications, IT infrastructure, or a related field.
• 3+ years of experience in an operations management, service delivery, or technical leadership role.
• Strong understanding of enterprise network technologies, including routing, switching, WAN, LAN, VPN, wireless, firewalls, and network monitoring.
• Experience managing network operations in a complex, multi‑site, enterprise, or managed services environment.
• Demonstrated experience with incident, problem, change, and service management processes.
• Strong understanding of SLA/KPI management and operational reporting.
• Experience leading technical teams and managing high-priority operational incidents.
• Excellent written, verbal, organizational, and stakeholder-management skills.
• Ability to operate effectively in a fast‑paced environment and manage competing priorities.

Physical Requirements:

• Prolonged periods sitting at a desk and working on the computer.
• Occasional walking between facilities
• Occasional lifting pushing, pulling up to 15 lbs.
• General office environment
• Exposure to climate-controlled environment for extended periods of time.