Job description

Job Description: Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a talented Network Operations Manager to join our team in Charlotte, NC. The Network Operations Manager is responsible for end-to-end operational delivery of enterprise network services, ensuring availability, stability, and performance across a global 24x7 infrastructure. This role provides strategic and operational leadership over Network Operations (NOC), including oversight of regional delivery teams, managed service providers, and service performance against agreed SLAs and KPIs. As a Network Operations Manager you’ll move Pacific Life, and your career, forward by acting as the primary accountability point for service outcomes, governance, and continuous improvement of network operations. The successful candidate will have served in a similar role in a Fortune 500 environment and will have significant experience in managing and securing global networks . You will fill a new role that sits on a small team of people. How you’ll help move us forward: Service Delivery & Operations Management: Own delivery of 24x7x365 network operations services across global infrastructure. Ensure service performance aligns with SLA and KPI targets (availability, MTTR, change success rate, etc.). Oversee incident, problem, and change management across all tiers (L1–L3). Ensure consistent execution of ITIL-aligned ITSM processes. Act as escalation authority for major (P1/P2) incidents and enterprise outages Leadership & Soft Skills Strong executive communication and stakeholder management Ability to translate operational metrics into business impact Decision-making under pressure during critical incidents Operational rigor with emphasis on process discipline Vendor & Managed Service Oversight: Govern MSP delivery model, Ensure vendor compliance with staffing model (roles, coverage, redundancy), service quality and KPI targets Lead vendor performance reviews, including weekly service reviews, monthly engagement reporting and Quarterly business reviews (QBRs) Capacity, Performance & Continuous Improvement: Oversee network capacity planning and performance optimization Drive continuous improvement initiatives, including automation and tooling enhancement, monitoring and observability improvements Runbook and documentation standardization The experience you bring : 5 years leading a network operations team in a global enterprise environment. 10 years of experience in engineering, implementing, and supporting global networks Candidate must have advanced technical skills and experience with the following L2 and L3 protocols and technologies such as IPSec, DMVPN, BGP, OSPF, EIGRP, VPC, QoS, 802.1x. Be familiar with Cisco IOS-XE and NXOS. Candidate must be familiar with various platforms – Aruba, F5, Riverbed, Cisco (Catalyst, ISR, ASR, Nexus), Splunk and SolarWinds. Knowledge of Cisco ACI and Aruba ClearPass is a plus. Must understand open-source tools to assist in monitoring, troubleshooting and performance analysis (e.g Wireshark and alike). Must have excellent communication and problem-solving skills, attention to detail, ability to interact with a wide variety of stakeholders and with experience presenting the business side of technical topics to non-technical audiences One or more of the following certifications: Cisco CCNP, Cisco CCIE is preferred Flexible schedule, including the ability to work nights and weekends Experience leading outsourced and remote teams B.S/MS in Engineering and/or Computer Science or equivalent experience What makes you stand out: • CCIE Certification You can be who you are. People come first here. We’re committed to an inclusive workforce. Learn more about how we create a welcoming work environment through Inclusion at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife. #LI-TM1 Base Pay Range: The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay. $152,370.00 - $186,230.00 Your Benefits Start Day 1 Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered. Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off Paid Parental Leave as well as an Adoption Assistance Program Competitive 401k savings plan with company match and an additional contribution regardless of participation You Can Be Who You Are We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife EEO Statement: Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

Requirements

Must-haves

Own delivery of 24x7x365 network operations services across global infrastructure.
Ensure service performance aligns with SLA and KPI targets (availability, MTTR, change success rate, etc.).
Oversee incident, problem, and change management across all tiers (L1–L3).
Ensure consistent execution of ITIL-aligned ITSM processes.
Act as escalation authority for major (P1/P2) incidents and enterprise outages
Leadership & Soft Skills
Strong executive communication and stakeholder management
Ability to translate operational metrics into business impact
Decision-making under pressure during critical incidents
Operational rigor with emphasis on process discipline
Govern MSP delivery model, Ensure vendor compliance with staffing model (roles, coverage, redundancy), service quality and KPI targets
Lead vendor performance reviews, including weekly service reviews, monthly engagement reporting and Quarterly business reviews (QBRs)
Oversee network capacity planning and performance optimization
Drive continuous improvement initiatives, including automation and tooling enhancement, monitoring and observability improvements
Runbook and documentation standardization
5 years leading a network operations team in a global enterprise environment.
10 years of experience in engineering, implementing, and supporting global networks
Candidate must have advanced technical skills and experience with the following L2 and L3 protocols and technologies such as IPSec, DMVPN, BGP, OSPF, EIGRP, VPC, QoS, 802.1x. Be familiar with Cisco IOS-XE and NXOS.
Must understand open-source tools to assist in monitoring, troubleshooting and performance analysis (e.g Wireshark and alike).
Flexible schedule, including the ability to work nights and weekends
Experience leading outsourced and remote teams
B.S/MS in Engineering and/or Computer Science or equivalent experience

Nice-to-haves

Candidate must be familiar with various platforms – Aruba, F5, Riverbed, Cisco (Catalyst, ISR, ASR, Nexus), Splunk and SolarWinds. Knowledge of Cisco ACI and Aruba ClearPass is a plus.
One or more of the following certifications: Cisco CCNP, Cisco CCIE is preferred

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: workday
Effort: long

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Paid Time Off

Parental Leave