Operations Manager, Leo Network Operations Center

Responsibilities

• Lead and develop a team of approximately 10 Support Engineers and Cloud Support Engineers in Redmond, WA
• Manage 24/7 shift operations to ensure continuous monitoring of the Leo network service
• Oversee incident response workflows, including initial triage, documentation, and escalation to subject matter experts
• Implement and refine Standard Operating Procedures (SOPs) for monitoring, escalation, and shift handoffs
• Utilize observability tools like Grafana to monitor network health and identify performance anomalies
• Partner with global counterparts in London and cross-functional engineering teams to drive automation and operational excellence
• Track and report on key performance indicators such as time-to-detection and time-to-resolution

Requirements

• Bachelor's degree in Computer Science, Engineering, IT, or a related technical field
• 4+ years of experience in network and operating system support
• 3+ years of experience in people management leading technical teams
• Advanced knowledge of networking protocols including TCP/IP, DNS, routing, and switching
• U.S. citizenship, permanent residency, or lawful admission as a refugee/asylee is required due to export control laws

Preferred Qualifications

• Experience in large-scale Network Operations Centers (NOC) or mission-critical environments
• Proficiency with observability platforms such as Grafana, Prometheus, or CloudWatch
• Knowledge of ITIL frameworks and incident management best practices
• Background in telecommunications, ISP operations, or satellite communications
• Experience with workflow automation and ticketing systems

Benefits

• Competitive base salary and Amazon package including RSUs
• Comprehensive health insurance (medical, dental, vision)
• 401(k) matching and paid time off
• Parental leave and mental health support programs