Careers at UMass Amherst

Network Operations Manager

Apply now Job no: 503910
Work type: Staff Full Time
Location: UMass Amherst
Department: IT Networking Administration
Union: PSU
Categories: Computer & Information Technology

Network Operations Manager

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.


Job Summary

Reporting to the Network Engineering Manager, the Network Operations Manager is responsible for the daily performance and availability of the UMass Amherst campus network.  Focuses on delivery of efficient, high-quality network service through metrics-driven process analysis and improvement.  Responsible for routine network activities and support of new network initiatives and deployments.  Leads team ensuring the network meets the daily needs of the campus community in alignment with the University’s strategic plan.


Essential Functions

  • Ensures the trouble-free operation of the University’s data networks.
  • Develops, recommends, and implements metrics, operational techniques, and methodologies to ensure effective use of equipment and personnel, including on-call scheduling and support.
  • Hires, trains, councils, supervises, and appraises staff to ensure an efficient and effective operation.
  • Develops campus network equipment management plans, budgetary requirements, and operational review processes.
  • Communicates relevant scheduled operational network activities and unscheduled network incidents with affected IT and non-IT management.
  • In charge of network and supporting equipment inventory management.
  • Responsible for improving customer satisfaction with network reliability and availability.
  • Develops budget to include forecasting, monitors and reports variances/problems and recommend solutions: $501K-$5M.


Other Functions

  • Ensures advanced network and system layouts and configurations align with supportable campus operational practices.
  • Supports design of and leads implementation for identified network projects in conjunction with Network Engineering Manager.
  • Provides project management support for internal projects and personnel as required.
  • Delivers detailed as-built documentation for implemented projects, develops and maintains detailed operational documentation for daily use.
  • Recommends hardware changes and efficiency improvements in support of network reliability and availability as well as personnel efficiency and effectiveness.
  • Informs management of potential network operational issues before they become significant and recommend pro-active solutions.
  • Directs self and activity of others during routine network activities, network troubleshooting, and network project implementations as required.
  • Schedules and prioritizes work to accommodate Information Technology and customer needs while minimizing impact on current projects.
  • Recommends network technology and operational-support products and services.
  • Leads projects and committees that establish guidelines, set procedures, and outline standards for network service delivery.
  • Contributes to the training and development of Information Technology personnel in direct support of Information Technology delivery of services.
  • Works with campus departmentally-imbedded Information Technology personnel to ensure reliable operation of campus and departmental networking.
  • Performs other duties as required.


Minimum Qualifications:

  • Bachelor’s Degree in technical, scientific, or engineering discipline or equivalent field with a minimum 6 years of professional, operational experience in a complex, multi-location, multi-vendor network environment OR
  • Associate degree in technical, scientific, or engineering discipline or equivalent field with a minimum 8 years of professional, operational experience in a complex, multi-location, multi-vendor network environment.
  • Minimum 2 years of experience managing a small team in a dynamic and demanding environment.
  • Ability to communicate effectively with internal and external customers and suppliers.
  • Ability to effectively summarize complex technical issues for a range of technical and business management audiences.
  • Ability to work independently with minimal guidance.
  • Experience with information security practices and tools.
  • Ability to travel between locations.
  • Active home Internet connection.
  • Valid driver’s license.


Preferred Qualifications:

  • Experience with and history of working effectively with vendor technical support organizations
  • Project Management experience with small teams


Work Schedule

Monday- Friday 8:30am-5:00pm

Some night and weekend work required


Salary Information

PSU Level 30


Special Instructions to Applicants

Submit a resume, cover letter and contact information for three (3) professional references by January 1st, 2020 in order to ensure consideration; however, applications will be accepted until the position has been filled.


UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

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