Job No. 155523
- Job Title:
- Network Operations Manager
- Employer:
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North Carolina State University at Raleigh
- Location:
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Raleigh , NC
- Posting Date:
- 21-May-2025
- Description:
-
About the Department
Communication Technologies (ComTech) is dedicated to delivering exceptional communication and network services with a strong emphasis on customer service. We serve the diverse and growing NC State University community, which includes over 38,000 students and more than 10,000 faculty and staff. As the university’s primary network and telephony service provider, we proudly manage a premier enterprise network. ComTech is responsible for designing, maintaining, and supporting the data and voice infrastructures, critical facilities, and all associated components.
Our mission is to provide seamless and reliable communication services that empower the university’s academic, research, and administrative goals. ComTech offers a comprehensive range of services, including, wired, wireless and secured networks, telephony, life safety systems and critical facilities, ensuring the university community stays connected and supported at all times.
Essential Job Duties
The Network Operations Manager position will manage a team of 7 direct reports ensuring operational excellence across all supported service offerings. This role requires extensive experience in network infrastructure, including leadership and expertise in enterprise networking, specifically switching/routing, wireless, firewalls, and related services. Candidates should have a strong understanding of ITIL frameworks and incident management, as well as the ability to lead crisis management and troubleshooting efforts. Excellent communication, leadership, and problem-solving skills are essential for this role.
Key Responsibilities
Lead and manage the Network Operations team, ensuring operational support of the university’s wired, wireless, network security, and remote access networks.
Oversee the daily monitoring, maintenance, and troubleshooting of the university’s enterprise network infrastructure.
Foster a collaborative, high-performance team environment, ensuring staff are well-trained, engaged, and equipped to support mission-critical services.
Prioritize network-related tasks, incidents, and projects, ensuring service excellence and operational efficiency.
Work closely with senior engineers to support large-scale network upgrades, security improvements, and infrastructure enhancements, network troubleshooting, and incident resolution.
Incident Response & Troubleshooting
Act as an escalation point for network operations, guiding teams through root cause analysis and resolution.
Manage high-priority incidents, ensuring minimal service disruption and timely resolution of network failures.
Develop and implement standardized troubleshooting workflows to enhance efficiency in diagnosing and resolving network issues.
Participate in response efforts during critical network disruptions, ensuring effective communication and rapid resolution.
Network Performance & Automation
Oversee network monitoring tools, optimizing their use for proactive issue detection and resolution.
Support/lead automation efforts of operational tasks to improve network performance, availability, and incident response.
Collaborate with DevOps engineers to implement network automation and AI-driven analytics for predictive monitoring.
Documentation & Knowledge Management
Maintain comprehensive documentation of network operations, ensuring consistency in processes, workflows, and troubleshooting guides.
Foster a culture of continuous learning, ensuring team members have access to updated training, documentation, and best practices.
Collaboration & Communication
Work closely with senior leadership, IT teams, and campus stakeholders to ensure alignment between operational needs and institutional goals.
Provide regular updates/reports on network health, incident response, and operational improvements.
Other Responsibilities
Other duties as assigned.
Qualifications
Minimum Education and Experience
Master’s degree and at least five year of relevant experience OR
Bachelor’s degree with at least seven years of relevant experience OR
10+ years of IT network infrastructure experience AND 3-5 years in a leadership role
Other Required Qualifications
Expertise in enterprise network operations, security compliance, and ITIL-based service management.
Demonstrable knowledge of enterprise networking, with a minimum of CCNA certification or equivalent practical experience. This includes in-depth knowledge of switching/routing, firewalls, VPNs, DNS/DHCP/IPAM systems, and wireless technologies.
Hands-on experience with campus networking switching/routing, firewalls, VPNs, DNS/DHCP/IPAM systems, and wireless.
Demonstrated ability to lead crisis management efforts and oversee incident resolution.
Experience managing large-scale network operations and troubleshooting mission-critical infrastructure.
Strong understanding of ITIL frameworks, incident/change management, and automation technologies.
Excellent communication, leadership, and problem-solving skills.
Preferred Qualifications
Network Certifications such as CCNA, CCNP, CISSP, ITIL or equivalent.
Background in higher education or state government
Familiarity with network automation frameworks.
- Contact information:
- North Carolina State University at Raleigh
- Raleigh, NC 27695
- United States
- Employer's Website:
-
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