Manager, Network Operations & Managed Services

Gainwell Technologies LLC

1d•Remote

About The Position

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities. SummaryThe Manager, Network Operations is responsible for the ongoing operational stability, performance, and availability of the network. This role oversees daily network operations, ensures adherence to service level agreements (SLAs), and manages the performance of third-party managed service providers responsible for network monitoring, maintenance, and support. This position blends hands-on operational leadership with vendor oversight, ensuring reliable, secure, and cost-effective network services that meet business and customer needs.Your role in our missionNetwork Operations & Service Delivery• Own day-to-day network operations, including monitoring, incident response, escalation management, and problem resolution.• Ensure network services consistently meet availability, performance, security, and compliance requirements.• Oversee testing, turn-ups, maintenance windows, and operational readiness for backbone data and office networks.• Review operational metrics and trends to proactively identify risks, capacity issues, and improvement opportunities.Managed Service Oversight• Manage and govern network managed service providers, including SLA performance, service quality, and contractual compliance.• Conduct regular service reviews, root cause analyses, and corrective action planning with the managed service provider.• Define and enforce operational processes, runbooks, escalation paths, and reporting standards for managed services.• Serve as the escalation point for critical incidents impacting customer or business operations.Operational Planning & Architecture Support• Partner with architecture and engineering teams to ensure operational requirements are incorporated into network designs.• Support network lifecycle activities including planning, implementation, optimization, and decommissioning.• Ensure compatibility and operational supportability of network hardware and software deployed in customer environments.Security, Compliance & Risk Management• Ensure adherence to security standards, compliance requirements, and audit controls for network operations.• Support security audits, vulnerability remediation, and implementation of security best practices.People & Financial Management• Lead, select, hire, coach, and develop network operations staff to deliver high-quality, reliable services.• Set performance expectations, conduct evaluations, and address performance issues in alignment with company guidelines.

Requirements

Bachelor’s degree or equivalent combination of education and experience
Five or more years of experience in network operations, network services, or network planning
Three or more years of leadership or supervisory experience
Experience managing or overseeing network managed service providers
Experience with data communications equipment and transmission technologies
Strong understanding of network operations, monitoring, incident management, and service delivery
Experience working with security systems and implementation procedures
Experience managing departmental budgets

Nice To Haves

Bachelor’s degree in computer science, mathematics, engineering, or related field preferred
Certified Network Engineer (CNE) certification preferred

Responsibilities

Own day-to-day network operations, including monitoring, incident response, escalation management, and problem resolution.
Ensure network services consistently meet availability, performance, security, and compliance requirements.
Oversee testing, turn-ups, maintenance windows, and operational readiness for backbone data and office networks.
Review operational metrics and trends to proactively identify risks, capacity issues, and improvement opportunities.
Manage and govern network managed service providers, including SLA performance, service quality, and contractual compliance.
Conduct regular service reviews, root cause analyses, and corrective action planning with the managed service provider.
Define and enforce operational processes, runbooks, escalation paths, and reporting standards for managed services.
Serve as the escalation point for critical incidents impacting customer or business operations.
Partner with architecture and engineering teams to ensure operational requirements are incorporated into network designs.
Support network lifecycle activities including planning, implementation, optimization, and decommissioning.
Ensure compatibility and operational supportability of network hardware and software deployed in customer environments.
Ensure adherence to security standards, compliance requirements, and audit controls for network operations.
Support security audits, vulnerability remediation, and implementation of security best practices.
Lead, select, hire, coach, and develop network operations staff to deliver high-quality, reliable services.
Set performance expectations, conduct evaluations, and address performance issues in alignment with company guidelines.