Manager, Network Operations

Manager, Network OperationsOrigence empowers credit unions with innovative SaaS lending solutions that make lending more accessible, efficient, and competitive. We invest in our people and foster a culture of innovation, ownership, and continuous improvement. As we help shape the future of lending, we're leveraging AI to enhance the way we work and create value for our clients, and we're seeking individuals who are excited by emerging technologies and eager to use them responsibly to solve problems and drive impact.The Manager, Network Operations leads the teams responsible for continuous monitoring, production support, systems analysis, and operational response for customer-facing applications and services. This role is accountable for the performance and development of the Network Operations Center, IT Systems Analysts, and assigned contractors, and ensures the organization maintains clear ownership, timely escalation, and disciplined follow-through across operational work.The Manager combines people leadership with site reliability and operations engineering practices.

The role develops technical capability within the team, establishes measurable operating standards, and implements automation that reduces repetitive work and improves the consistency of monitoring, incident response, and service recovery. The Manager partners with Development, DevOps, Site Reliability Engineering, Platform Engineering, Security, Product, Quality Assurance, and Release Management to strengthen production readiness and service reliability throughout the application lifecycle.Origence MindsetAt Origence, we are self-aware, adaptable, and relentlessly focused on creating meaningful impact. We think like owners, embrace complexity and ambiguity, challenge conventional thinking, and continuously pursue smarter, more effective ways to solve problems and advance the business. If this mindset reflects who you are, you may be exactly who we're looking for.How You'll Contribute:Team Leadership and Organizational Development:Manage, coach, and develop Network Operations personnel, IT Systems Analysts, technical leads, and assigned contractors; establish clear expectations for ownership, technical performance, communication, and follow-throughBuild a structured development path that strengthens troubleshooting, systems analysis, incident response, documentation, automation, and reliability practices across the teamDevelop the Lead IT Systems Analyst to assume day-to-day leadership of frontline monitoring and operational support while maintaining management accountability for overall team performance and service outcomes.Set team priorities, assign work based on business and operational risk, and ensure commitments have defined owners, expected results, due dates, and measurable completion criteriaEvaluate staffing, shift coverage, skills, workload, and succession needs; recommend hiring, role development, training, and organizational changes that support reliable 24x7 operationsConduct performance management, career development, recognition, and corrective action in accordance with company practicesNetwork Operations and Service Health:Own the operating model for continuous monitoring and support of production applications, infrastructure, integrations, networks, and dependent servicesEstablish standards for alert response, investigation, escalation, service restoration, shift handoff, work tracking, and operational communicationEnsure monitoring and dashboards provide accurate, actionable signals and that alert thresholds, routing, severity, response expectations, and ownership remain currentUse service-health data, incident patterns, capacity trends, and recurring operational issues to identify risk and prioritize preventive improvementsEstablish and maintain reliability measures, including service level indicators, service level objectives, availability targets, and error budgets, in partnership with service owners and engineering teamsEnsure the team maintains working knowledge of supported services, including architecture, dependencies, normal behavior, common failure modes, business impact, and recovery proceduresIncident Problem and Change Management:Participate in the shared on-call rotation and provide active operational leadership during assigned coverage, including investigation, escalation, coordination, communication, and service-recovery supportEnsure on-call schedules, coverage, escalation paths, contact information, runbooks, access, and handoff expectations remain current and sufficient to support timely responseReview on-call activity, paging trends, and response outcomes to identify coverage gaps, recurring issues, alert noise, training needs, and opportunities for automationProvide leadership during major incidents by engaging the appropriate technical teams, escalating issues as needed, and ensuring response priorities reflect customer and business impact.Ensure incidents and operational issues are investigated using evidence, documented accurately, and carried through service restoration, root-cause follow-up, and corrective-action completionLead post-incident reviews focused on systemic learning, measurable remediation, and prevention; ensure corrective actions have clear owners, due dates, and completion evidenceReview recurring incidents, alert patterns, and problem records to identify systemic causes, control gaps, and opportunities for engineering or automationLead and reinforce Incident, Problem, and Change Management practices while partnering with Release Management to strengthen operational discipline, decision-making, and accountability across the service lifecycle.Ensure operational risks, unresolved issues, overdue actions, and material service concerns are communicated early and escalated with clear impact, evidence, and recommended actionAutomation and Operational Engineering:Create and maintain a prioritized automation roadmap for monitoring, triage, health validation, routine recovery, work routing, reporting, and other repetitive operational activitiesApply site reliability and operations engineering practices to reduce manual effort, shorten response and recovery times, and improve the repeatability of operational workGuide the development and maintenance of scripts, tools, workflows, integrations, and automated remediation using approved engineering and source-control practicesPartner with Site Reliability Engineering, Platform Engineering, and DevOps to move appropriate operational capabilities into supported, maintainable automation, including self-service workflows and automated remediationMeasure automation effectiveness, including adoption, time saved, failure rates, risk reduction, and the operational work eliminated or improvedQuality Assurance and Production Readiness:Incorporate quality assurance practices into operational readiness, release support, production validation, and service acceptancePartner with Quality Assurance, Development, DevOps, and Release Management to define pre-deployment and post-deployment health checks, production smoke tests, and support validation requirementsEnsure new and changed services have sufficient monitoring, operational documentation, support ownership, escalation paths, recovery procedures, and rollback considerations before production adoptionUse production incidents, support trends, and operational findings to identify gaps in test coverage and recommend targeted regression, resilience, performance, or failure-mode testingPromote repeatable validation through automated tests and health checks that improve release confidence without weakening required controlsOperational Readiness and Documentation:Establish and enforce standards for runbooks, knowledge articles, support procedures, system workflows, troubleshooting guides, and shift documentationEnsure documentation identifies the conditions, evidence, decisions, owners, and actions required for another team member to use it consistentlyMaintain operational acceptance criteria and ensure service owners resolve material readiness gaps before support responsibility transfers to Network OperationsEnsure ServiceNow and other approved systems of record contain timely, accurate, and complete information about operational work, risk, decisions, and next actionsMetrics Governance and Cross Functional Leadership:Define and report measures for availability, service health, SLIs and SLOs, error-budget performance, alert quality, MTTA, MTTR, work aging, recurring issues, automation, corrective actions, and team capacityUse operational metrics to identify trends, hold owners accountable, guide investment, and verify whether process or engineering changes produced the expected resultUse incident patterns, performance data, capacity trends, and reliability findings to influence engineering priorities and recommend improvements that reduce operational riskRepresent Network Operations in architecture, planning, release, service-readiness, and risk discussions that affect production supportManage vendor and contractor performance within the function, including work quality, coverage, delivery expectations, access, documentation, and escalationTranslate operational conditions into clear business risk, technical requirements, and recommendations for leadership and partner teamsWhat Makes You a Great Fit:EducationExperience7+ years of experience in network operations, IT operations, site reliability engineering, production support, systems engineering, DevOps, or a related technical function3+ years of experience leading technical teams, managing personnel, coordinating a 24x7 operational function, or holding comparable accountability for team performance and service outcomesExperience developing analysts, engineers, or operations personnel through clear expectations, coaching, technical guidance, performance feedback, and structured growth plansExperience supporting highly available, customer-facing applications and services in cloud-hosted or hybrid production environmentsHands-on