Network Operations Manager

The Network Operations Manager will play a key leadership role in overseeing the day-to-day operations of our Operations and Monitoring teams. Reporting directly to the Program Manager, this position will ensure operational efficiency, maintain service levels, support team coordination, and act as a bridge between internal staff and federal leadership. This role requires strong coordination, leadership, and process ownership, with an emphasis on accountability, communication, and responsiveness. Team Leadership & Communication - Lead daily scrum meetings with the Operations and Monitoring team to ensure alignment and accountability. Evaluate how to best utilize existing team leads and establish a clear structure for delegation and escalation. Determine and implement the appropriate level of involvement in ticket escalations, focusing on strategic guidance and support. Operational Oversight - Review the operational ticket queue weekly and report SLA risks by close of business each Wednesday. Take ownership of RFC (Request for Change) reviews to ensure completeness, impact analysis, and readiness for submission or execution. Oversee and maintain on-site and on-call scheduling; serve as the third-level on-call escalation point. Monitor and propose improvements for the daily health report to enhance its value for operational visibility and decision-making. Change & Incident Management - Serve as the lead for all delegated authority change requests directed to federal leadership. Decide whether to restructure or reassign ownership of the daily pre-ops call and determine your role in managing the main operations call. Project & Resource Awareness - Maintain a working understanding of all active mini-projects, including timelines and assigned personnel. Ensure appropriate resource planning and task assignments are aligned with team capacity and project priorities.