Network Operations Analyst

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

Primary Location: Wellesley, Massachusetts

Network Operations Analyst

Permanent Full-Time

In-office requirement of five (5) days per week

Enterprise Network Services seeks a Network Operations Analyst to join the Network Operations team. This team is accountable for operating network and connectivity services that allow the Sun Life community to digitally interconnect devices and support data, voice, and video communications with customers, suppliers, advisors, and partners. This is an office-based role requiring regular on-site presence.

The Network Operations Analyst is responsible for the operations, maintenance, and protection of local and field networks, as well as Sun Life Financials’ global WAN resources.

The Enterprise Network Services group provides networking infrastructure services for Sun Life Financials’ local and wide area networks, including firewalls, load balancing, ISP provisioning, physical and logical network design, wireless LAN, remote access VPN, VoIP, IP address management, routers, and switches.

• Support first-level issues for Sun Life network infrastructure.
• Accept, triage, analyze, complete, assign, and manage incidents and problems in alignment with the ITIL model.
• Follow the ITIL model for changes required to network devices.
• Apply hardware and software knowledge to ensure solutions integrate effectively into the existing environment.
• Work with the Operations Command Centre on incident tickets transferred to the group and ensure knowledge base articles are accurate.
• Work with second- and third-level teams to keep documentation accurate.
• Manage work across multiple locations, with potential travel between Toronto, Waterloo, and Wellesley.
• Use project-planning skills to complete assigned tasks on time and within budget.
• Consult with internal and external clients to determine requirements for successful project deliverables.
• Provide advice and backup support to other analysts and network support personnel.
• Work with external vendors, service providers, and other infrastructure teams as required.
• Manage the full lifecycle logistics of network hardware, including receiving equipment from vendors, validating shipments, and maintaining chain-of-custody records.
• Stage network equipment by applying approved configurations, firmware, labels, and deployment documentation before shipment or installation.
• Coordinate secure packaging and shipping of network hardware to offices, track deliveries, and confirm receipt.
• Maintain accurate hardware inventory and asset records, including stock levels, locations, serial numbers, assignments, and lifecycle status.
• Coordinate warranty replacement and return-material-authorization activities with vendors, including replacement tracking and return of defective equipment.
• Coordinate secure decommissioning and environmentally responsible recycling of end-of-life hardware in accordance with corporate asset-management, data-handling, and sustainability requirements.
• Support overtime outside regular business hours when needed.

• Experience supporting network devices.
• Knowledge of TCP/IP and related protocols.
• Knowledge of LAN and WAN technologies, including routers, switches, analyzers, routing protocols, and network management.
• Knowledge of DNS, DHCP, load balancing, VPN gateways, and firewalls.
• Computer Science, Mathematics, or Engineering degree or diploma.
• Industry-recognized certifications such as Cisco CCENT, CCT, or CCNA.
• Understanding of cabling types and etiquette.
• Experience with hardware receiving, deployment staging, shipping, asset inventory, vendor warranty processes, and equipment recycling is an asset.

• An office-based role that supports close collaboration with Network Operations colleagues and hands-on network hardware activities.
• Competitive salary and bonus structure influenced by market range data.
• Pension, stock, and savings programs to help build long-term financial security.
• A collaborative and inclusive culture.
• Participation in continuous improvement initiatives that support digital enterprise experience.
• Professional development aligned to Sun Life’s purpose of helping clients and employees achieve lifetime financial security and live healthier lives.
• A practical dress code based on the needs of the day.
• Opportunities to explore a variety of career paths and build a strong internal network.

Salary Range: $72,500 - $108,800
At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive.  We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate.  We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.  Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.  Enjoy a flexible, inclusive and collaborative work environment that supports career growth.  We’re proud to be recognized in our communities as a top employer.  Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.  Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.