Network Operations Manager

Job Title: Network Operations Manager - NMSJob Type: Full time - PermanentLocation: Richardson, TX – OnsiteJob SummaryLead the implementation and evolution of the client's proprietary managed service systems that use network intelligence to maintain, optimize, and enhance customer networks.This technical leadership role balances hands-on implementation with team coordination, process improvement, and product development to enable scalable and efficient operations.Implement and support the network management systems that power the client's managed services, including Ciena Navigator, Nokia WS-NOC, and NFM-P, along with related proprietary software platforms.Deliver proactive lifecycle management through Managed Software Services (MSS), including remote upgrades, security patching, and platform maintenance across customer optical NMS environments.Collaborate closely with the client's software development and network engineering teams to identify and implement capabilities that leverage network intelligence data to proactively detect, communicate, and automatically resolve issues—transforming raw telemetry into actionable insights that prevent customer-impacting events networkROLES & RESPONSIBILITIESNetwork Intelligence and Service Delivery OptimizationCollaborate with software development and network engineering teams to identify and implement features that transform network telemetry into proactive issue detection, communication, and automated resolutionDrive automation and tooling improvements to increase efficiency and reduce manual effortExpand the internal knowledge base to accelerate implementation and troubleshootingDevelop reporting on service delivery metrics, upgrade pipelines, and resource utilizationService Delivery & Technical LeadershipLead delivery of Managed Software Services (MSS) – NMS upgrades, security patches, and maintenance – through direct execution or team delegationProvide technical escalation and approve upgrade strategies, rollback procedures, and risk mitigation plansCoordinate with customers' engineering and PM teams to manage scope changes, resolve delivery issues, and maintain high satisfactionStay current on vendor software releases, security vulnerabilities, and industry best practicesManage vendor relationships for support, licensing, and technical escalationsBusiness & Operational ManagementServe as primary point of contact for MSS and support quarterly business reviewsSupport sales and account management to refine and close new MSS opportunitiesTrack operational budgets and drive profitability for MSS engagementsDefine and track KPIs: upgrade success rate, on-time delivery, customer satisfaction, and team utilizationTeam Development & CultureLead and mentor high-performing team with clear roles, responsibilities, and career progressionConduct performance reviews and provide coaching on technical capabilities and customer service excellenceFoster a culture of proactive service delivery, continuous improvement, and technical innovationQUALIFICATIONSRequired Experience5+ years of experience in network operations, managed services, or telecom service delivery with strong technical foundation in enterprise IT infrastructureLinux/Windows environments, database management, virtualization platformsLifecycle management: system updates, security patches, and firmware upgradesAdministering storage arrays and ensuring RAID/disk redundancy is in placeManaging software license files tied to NMS platformsMaintaining replication and backup jobs2+ years in leadership roles managing technical, service delivery teamsWorking knowledge of optical networking technologies (DWDM, OTN) in relation to Network Management Systems (Ciena Navigator/MCP, Nokia WaveSuite, or similar platforms)Proven track record delivering Managed Services with SLA commitments and customer satisfaction goalsExperience with remote service delivery models, maintenance window planning, and change managementFamiliarity with ITIL service management framework and best practicesVendor management and escalation experience with telecom equipment manufacturers and software providersPreferred QualificationsITIL Foundation, PMP, or relevant vendor and technical certifications (Ciena, Nokia, VMware, Hyper-V)Experience in both service provider and enterprise networking environmentsKnowledge of network automation using Python, Ansible, or similar toolsExperience with agile project delivery methodologiesLeadership & Soft SkillsStrong written and verbal communication skillsProven ability to develop and mentor technical talentStrong problem-solving skills and ability to make sound decisions under pressureExperience working with remote team members and customersAbility to balance strategic planning with hands-on technical problem solvingCustomer-focused mindset with commitment to service excellenceEducationBachelor's degree in Telecommunications, Electrical Engineering, Computer Science, or related field; or equivalent experience