Technical Operations Manager

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Job Profile Summary
The Technical Operations Manager will be responsible for the operational leadership, service delivery, governance, and continual improvement of enterprise networking and observability services. The role manages a team of network, wireless, SD-WAN, and observability engineers responsible for the support, maintenance, monitoring, and optimization of client managed services infrastructure.
The Technical Operations Manager ensures the availability, performance, security, and service quality of Cisco SD-WAN, Cisco Wireless, NETSCOUT, and observability platform stack. The role provides leadership across operational support functions, incident management, customer engagement, service assurance, automation initiatives, and technical governance while ensuring compliance with service levels and contractual obligations.
The incumbent will work closely with clients, architects, engineering teams, vendors, and business stakeholders to ensure operational excellence and drive continuous service improvement.
Job Description
Operational Leadership
Lead and manage network operations responsible for Cisco SD-WAN, Cisco Wireless, Observability, and Network Performance Monitoring services.
Ensure the successful delivery and operational support of managed services in accordance with contractual SLAs and OLAs.
Oversee the 24x7 monitoring, management, and support of customer environments.
Provide technical and operational leadership during major incidents and service outages.
Ensure all operational processes are aligned to ITIL best practices.
Drive operational excellence through process standardization, automation, and continual improvement initiatives.
Maintain responsibility for overall service performance, customer satisfaction, and operational stability.
Service Delivery Management
Ensure effective delivery of managed network and observability services across all supported customer environments.
Monitor service performance against agreed service levels and contractual commitments.
Review service metrics, trends, and operational reports to identify areas for improvement.
Coordinate service transition activities for new customers, technologies, and projects entering operational support.
Manage service risks, escalations, changes and mitigation plans.
Participate in customer governance meetings, service reviews, and operational steering committees.
Develop and maintain data driven service improvement plans.
Technical Governance and Oversight
Provide operational oversight for:
Cisco SD-WAN environments
Cisco Catalyst and enterprise networking infrastructure
Cisco Wireless LAN environments
NETSCOUT nGeniusONE solutions
Observability stack environments
Dashboards and observability platforms
Network telemetry and analytics platforms
IPSEC VPN services
Routing and switching environments
Network automation platforms
Validate operational readiness for new technologies and solutions.
Ensure platform standards, monitoring standards, and operational procedures are maintained and reviewed regularly.
Ensure compliance with information security, governance, and risk management requirements.
Observability and Monitoring Leadership
Own the operational strategy for enterprise observability services.
Drive enhancements to monitoring coverage, alerting effectiveness, and event correlation capabilities.
Ensure monitoring systems provide proactive visibility into service health and customer experience.
Oversee the development of dashboards, analytics, and reporting capabilities using the observability data stack.
Lead initiatives focused on reducing incident volumes through predictive monitoring and automation.
Ensure monitoring platforms remain secure, resilient, scalable, and aligned to customer requirements.
Incident, Problem and Change Management
Act as the escalation point for Priority 1 and Priority 2 incidents.
Lead major incident management activities and post-incident reviews.
Oversee root cause analysis investigations and ensure corrective actions are implemented.
Ensure change management processes are followed and operational risks are effectively managed.
Review recurring incidents and implement long-term remediation strategies.
Drive continuous reduction in service-impacting incidents.
Customer Engagement
Establish and maintain trusted relationships with customer stakeholders.
Present operational performance, service reviews, and improvement plans to customers.
Manage customer escalations and ensure timely resolution.
Work collaboratively with client stake holders to align operational services with business objectives.
Act as an operational advisor for network and observability services.
Reporting and Governance
Prepare and present:
Monthly Service Reports
SLA Achievement Reports
Incident Trend Analysis
Problem Management Reports
Capacity and Availability Reports
Risk Registers
Lifecycle, Patch, SLA Cert management reporting
Access management
Service Improvement Plans
PCI audit participation and management
Weekly operations meetings
Ensure the accuracy and integrity of operational reporting data.
Measure the service performance against established KPIs and service objectives agreed with the client.
Key Performance Indicators (KPIs)
The Technical Operations Manager will be measured against:
SLA Compliance Achievement
Service Availability Targets
Architecture accuracy
Mean Time to Restore Service (MTTR)
Monitoring accuracy
Customer Satisfaction Scores (CSAT)
Major Incident Reduction
Change Success Rate
Service Improvement Delivery
Automation and Operational Efficiency Gains
Audit and Compliance Outcomes
Required Qualifications
Education
Bachelor's Degree in Information Technology, Computer Science, Telecommunications, Engineering, or equivalent experience.
ITIL v4 Foundation (Minimum)
ITIL Managing Professional (Advantageous)
Professional Certifications
Essential
Cisco CCNA Enterprise
Cisco DevNet Associate
ITIL v4 Foundation
Advantageous
Cisco CCNP Enterprise
Cisco SD-WAN (ENSDWI)
Cisco Wireless Certifications
NETSCOUT nGeniusONE Certifications
Fortinet NSE4 or higher
PMP or Prince2
Certified Scrum Master
Cloud Platform Certifications (Azure or AWS)
Experience
Minimum 8-10 years experience in enterprise network operations.
Minimum 5 years experience managing technical operations teams.
Experience managing large-scale Cisco networking environments.
Experience supporting enterprise SD-WAN environments.
Experience managing Cisco Wireless deployments.
Experience operating enterprise monitoring and observability platforms.
Experience within a Managed Services Provider (MSP) or Managed Network Services environment.
Experience with service delivery governance and customer-facing operations.
Experience leading major incident and problem management processes.
Experience managing and collaborating with external vendors
Technical Competencies
Networking
Cisco SD-WAN
BGP
OSPF
MPLS
DIA
VPN Technologies
IPSEC
Network Security
Enterprise Routing and Switching
Wireless
Cisco Wireless LAN Controllers
Cisco Access Points
Wireless Design Principles
RF Fundamentals
Observability & Monitoring
Prometheus
Grafana
NETSCOUT nGeniusONE
SNMP
Telemetry
Network Analytics
Performance Monitoring
Capacity Management
Automation
Python
Ansible
Network Automation Frameworks
API Integrations
Infrastructure as Code Concepts
Operations
ITIL Service Management
Major Incident Management
Problem Management
Change Management
Capacity Management
Availability Management
Service Reporting
Core Competencies
Strategic Leadership
Customer Relationship Management
Technical Decision Making
Team Development and Coaching
Service Delivery Excellence
Business Acumen
Risk Management
Stakeholder Engagement
Financial Awareness
Communication and Presentation Skills
Negotiation and Conflict Resolution
Continual Service Improvement