Network Operations Manager

Location: Maryland (Onsite / Hybrid)

Employment Type: Contract (Full-Time)

About AKIVA

AKIVA is an AI-native engineering firm specializing in enterprise services, domain-specific solutions, and high-performance infrastructure from strategy through deployment. We build innovative systems that drive measurable results for commercial enterprises and government agencies. AKIVA is a certified Service-Disabled Veteran-Owned Small Business (SDVOSB).

Position Overview

AKIVA is seeking a Network Operations Manager to oversee all operational aspects of a statewide enterprise network services program — including NOC performance, monitoring, ticketing workflows, incident management, network and facility maintenance, and SLA compliance. The Network Operations Manager ensures the NOC and network operations function as a fully integrated, high-performance operational center running 24x7x365. AKIVA-provided AI-assisted event correlation, anomaly detection, and predictive alerting tools may be leveraged to accelerate incident response and continuous improvement.

Key Responsibilities

•      Direct daily operations of the 24x7x365 Network Operations Center

•      Ensure all incidents, service requests, and outage events are handled in accordance with SLAs

•      Maintain operational discipline, documentation accuracy, and real-time service visibility

•      Supervise NOC staff, shift leads, analysts, and escalation resources; oversee NOC training programs, certification paths, and competency development

•      Oversee monitoring coverage, alert accuracy, and event correlation; approve and enforce NOC SOPs, alerting rules, and ticketing workflows

•      Coordinate with Engineering, Service Assurance, Firewall teams, ISP/OSP field teams, and the client for integrated response

•      Lead response efforts for Priority 1 and Priority 2 incidents; facilitate incident bridges and coordinate restoration efforts

•      Plan, coordinate, and execute scheduled maintenance activities; lead change management with proper approvals and testing

•      Conduct Root Cause Analyses (RCAs) and implement permanent corrective actions to prevent recurrence

•      Track and analyze network KPIs; maintain performance dashboards for internal and customer reporting; deliver operational reports and executive dashboards

•      Implement process improvements and introduce tools/automation to enhance operational efficiency

Required Qualifications

•      Bachelor's degree in computer science, information systems, or related field (equivalent work experience of five years may be substituted for a degree)

•      At least 5 years of experience in network operations, monitoring, troubleshooting, and/or provisioning — including at least 2 years in a managerial or supervisory role

•      Proven leadership of 24x7x365 enterprise-class operations

•      Strong understanding of ITIL best practices, incident management, and service operations

•      Technical background in monitoring, routing/switching, provisioning, firewall basics, and service assurance

•      Full-time availability as dedicated Key Personnel; on-call during off-hours for escalations; must attend P1 and major incident bridges and operational reviews

•      Must be authorized to work in the United States

Preferred Qualifications

•      ITIL v4 Manager / Expert certification

•      Cisco CCNP or Juniper JNCIP-level certification (or equivalent)

•      Prior experience leading NOCs for state, federal, or large enterprise networks

•      Hands-on experience with ServiceNow ITSM and modern network monitoring/observability platforms

•      Familiarity with AI-assisted event correlation, anomaly detection, and predictive alerting tools

Tools, Technologies & Frameworks

Network Operations: 24x7x365 NOC leadership, incident management, change management, problem management | Frameworks: ITIL, ITSM | Systems: ServiceNow, monitoring/telemetry platforms | Technologies: routing/switching, firewall, provisioning, service assurance | Reporting: Incident Reports, Bi-Weekly Network Performance and Monthly Executive Dashboards, SLA Compliance Reports, Change Management Logs, Maintenance Schedule Reports, Problem Management Reports, Provisioning Trackers, Continuous Improvement Plans | AI Assist: event correlation, anomaly detection, predictive alerting

What AKIVA Offers

•      Professional development and skill-building opportunities

•      Supportive management team with veteran-owned company values

•      Opportunity to work on impactful state government technology programs

•      Long-term contract engagement with potential for extension

•      AI productivity tools and training provided at no cost to employees

Comprehensive Benefits Package

•      401(k) with generous company match

•      Medical Insurance

•      Dental Insurance

•      Vision Insurance

•      Short-Term & Long-Term Disability Insurance

•      Paid Time Off (PTO)

•      Profit Sharing

Join Our AI Innovation Network

Interested in staying connected with AKIVA's AI initiatives, research, and opportunities?

Join our AI Innovation Network here: https://www.akiva.com/ai-network

Equal Employment Opportunity Statement

AKIVA is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, national origin, age, physical disability, marital status, military and veteran status, or any other characteristic protected by applicable law. We believe that diversity among our teammates is critical to our success as a company, and we seek to recruit, develop, and retain the most talented people within a qualified candidate pool.

AKIVA is a certified Service-Disabled Veteran-Owned Small Business (SDVOSB).