Manager, Network Intelligence

Job Summary

Lead the implementation and evolution of managed service systems that use network intelligence to maintain, optimize, and augment customer networks. This technical leadership role balances hands-on implementation with team coordination, process improvement, and product development to enable scalable, profitable operations.

Implement and support the network management systems that enables managed service: Ciena Navigator, Nokia WS-NOC and NFM-P, and other software products. Deliver proactive lifecycle management – Managed Software Services (MSS) – through remote upgrades, security patches, and platform maintenance across customer optical NMS environments. Collaborate closely with the software and networking teams to identify and implement features that leverage network intelligence data to proactively identify, communicate, and automatically resolve network issues – transforming raw telemetry into actionable insights that prevent problems before they impact customers.

Roles & Responsibilities

Network Intelligence and Service Delivery Optimization

• Collaborate with software development and network engineering teams to identify and implement features that transform network telemetry into proactive issue detection, communication, and automated resolution


• Drive automation and tooling improvements to increase efficiency and reduce manual effort


• Expand the internal knowledge base to accelerate implementation and troubleshooting


• Develop reporting on service delivery metrics, upgrade pipelines, and resource utilization

Service Delivery & Technical Leadership

• Lead delivery of Managed Software Services (MSS) – NMS upgrades, security patches, and maintenance – through direct execution or team delegation


• Provide technical escalation and approve upgrade strategies, rollback procedures, and risk mitigation plans


• Coordinate with customers' engineering and PM teams to manage scope changes, resolve delivery issues, and maintain high satisfaction


• Stay current on vendor software releases, security vulnerabilities, and industry best practices


• Manage vendor relationships for support, licensing, and technical escalations

Business & Operational Management

• Serve as primary point of contact for MSS and support quarterly business reviews


• Support sales and account management to refine and close new MSS opportunities


• Track operational budgets and drive profitability for MSS engagements


• Define and track KPIs: upgrade success rate, on-time delivery, customer satisfaction, and team utilization

Team Development & Culture

• Lead and mentor high-performing team with clear roles, responsibilities, and career progression


• Conduct performance reviews and provide coaching on technical capabilities and customer service excellence


• Foster a culture of proactive service delivery, continuous improvement, and technical innovation

Qualifications

Required Experience

• 5+ years of experience in network operations, managed services, or telecom service delivery with strong technical foundation in enterprise IT infrastructure
  
  
  
  
  • Linux/Windows environments, database management, virtualization platforms
  
  
  • Lifecycle management: system updates, security patches, and firmware upgrades
  
  
  • Administering storage arrays and ensuring RAID/disk redundancy is in place
  
  
  • Managing software license files tied to NMS platforms
  
  
  • Maintaining replication and backup jobs
  
  
  
  


• 2+ years in leadership roles managing technical, service delivery teams


• Working 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 goals


• Experience with remote service delivery models, maintenance window planning, and change management


• Familiarity with ITIL service management framework and best practices


• Vendor management and escalation experience with telecom equipment manufacturers and software providers

Preferred Qualifications

• ITIL Foundation, PMP, or relevant vendor and technical certifications (Ciena, Nokia, VMware, Hyper-V)


• Experience in both service provider and enterprise networking environments


• Knowledge of network automation using Python, Ansible, or similar tools


• Experience with agile project delivery methodologies

Leadership & Soft Skills

• Strong written and verbal communication skills


• Proven ability to develop and mentor technical talent


• Strong problem-solving skills and ability to make sound decisions under pressure


• Experience working with remote team members and customers


• Ability to balance strategic planning with hands-on technical problem solving


• Customer-focused mindset with commitment to service excellence

Education

• Bachelor's degree in Telecommunications, Electrical Engineering, Computer Science, or related field; or equivalent experience