Automation Operations Manager

Title: Automation Operations Manager

Location: Remote (US)

Who we are:

Network to Code bridges the gap between DevOps and Network Engineering. We are a pioneer in the network automation industry. Our mission is to drastically change the way networks are managed, consumed, and operated on a day-to-day basis. We offer a variety of professional and consulting services as well as training on Network Automation, DevOps for Networking, and how the network can be operated with an Infrastructure as Code mindset. Our services and solutions enable clients to better serve their business and the needs of their customers.

Impact of this leadership role:

The Automation Ops (AOps) team is part of Network to Code’s growing Managed Services organization. The AOps team provides Network Automation services to our clients through the newly formed Automation Operations Center (AOC). This leadership role will drive and support Automation Ops as it matures, while having influence on the strategic direction of Network to Code’s Managed Services offerings.

The AOps team owns the delivery of our Support and Managed Services offerings, and the tools/systems required to do so. To this end, the AO Manager will recruit a highly skilled team of Network Automation Engineers and Site Reliability Engineers, supporting their professional growth and continued technical excellence.

The AO Manager, and their team, are responsible for partnering with and supporting Network to Code’s wide array of clients in their network automation journey. As the front-line for Support and Managed Services, the AOps team is a critical part of Network to Code’s commitment to enabling our clients for success.

A day in the life:

  • Work together with your team of SREs and NAEs, who are responsible for day-to-day delivery of Support and Managed Services for clients, to build and grow the capabilities of the Automation Operations Center
  • Watch the ticketing system, verify that engineers understand client requests, and confirm that requests are being actively worked
  • Interface with clients directly, and help manage communications and expectations during escalations or incidents
  • Own the development and management of Key Performance Indicators (KPIs) for successful delivery of Managed Services to clients
  • Observe, understand, and manage Service Level Agreements (SLAs) to guarantee high client satisfaction
  • Serve as an Engineering Leader for the Managed Services team, establishing formal mechanisms to gather stakeholder feedback
  • Gather feedback and requirements by talking with internal stakeholders, sales prospects, and initial adopters of Network to Code’s Managed Services to further optimize services and delivery

What you bring:

  •     Drive to build something that will change the way the industry consumes network automation
  •     Passion for client experience and success
  •     Honesty and empathy with those around you
  •     Curiosity to learn about new technologies or processes and put them to work for you
  •     Ability to focus an a solution-oriented approach and see projects through to completion
  •     Confidence and decisiveness in moving the ball forward while being flexible and open

What you have:

  •     Experience as a manager in a Network Operations Center or a Support/Managed Services team
  •     Experience and comfort with managing distributed teams, rotation schedules, and SLAs
  •     Experience building teams and processes
  •     7+ years in Information Technology/Engineering with 5+ years in a support role
  •     You have developed support offerings or rethought how to your organization delivers support
  •     Ability to communicate with clients during outages, manage expectations, and give assurances NTC is managing and escalating appropriately
  •     Ability to break down complex concepts and present them in a clean and concise way, for a varied audience from technical engineers up to senior business leaders
  •     Background in network engineering, systems administration, or automation

Why us:

Our workplace at Network to Code is innovative, fast, and exciting. We build solution stacks that are rooted in the latest open-source technologies and enable our clients to get more work done better, faster, and cheaper than ever before. No wonder Gartner named us a Cool Enterprise Networking Vendor in 2020!

Our teams are humbly led by some of the most recognized names in the network automation community. We continue to give back to the community through blogs, industry events and open-source software contributions. Although we’re located throughout the world, we use technology to maintain close peer relationships with regular virtual team events and happy hours.

We believe people are our most valuable resource at Network to Code. Our culture is rooted in collaboration, community, and forward thinking. We are passionately committed to leading and shaping the future of network automation; and as we continue to grow rapidly, we’re always on the lookout for talented, innovative people to join our team!

Network to Code is an Equal Opportunity Employer. Network to Code does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.