Purpose of the Role The NOC (Network Operations Center) Manager is responsible for the overall leadership, performance, and operational effectiveness of the NOC team. This includes overseeing 24/7 operations, ensuring high levels of network availability and service quality, managing major incidents, and driving continuous improvement in processes, systems, and team performance. The NOC Manager plays a key strategic role in aligning the NOC with business objectives, maintaining service excellence for clients, and ensuring the NOC operates efficiently, effectively, and proactively. Key Responsibilities Lead and manage the NOC team, including Supervisors and Engineers, ensuring optimal performance across all Recruit, train, mentor, and develop staff to maintain a highly skilled, motivated, and customer-focused Define performance expectations, conduct regular reviews, and implement professional development plans. Foster a culture of accountability, ownership, and continuous learning within the NOC. Oversee staff scheduling, ensuring balanced workload distribution and adequate coverage for 24/7 operations. Incident and Problem Management Act as the escalation point for major incidents, critical service outages, and high-priority client issues. Lead the coordination of incident response, ensuring clear communication, rapid resolution, and minimal business impact. Ensure proper root cause analysis (RCA) is conducted for recurring or high-impact incidents, and corrective/preventative measures are Manage post-incident reviews with stakeholders, clients, and technical teams to strengthen resilience and service Establish and maintain effective escalation protocols with vendors, service providers, and internal Operational Oversight Oversee all NOC operations to ensure SLA compliance and adherence to internal policies and industry best practices. Monitor NOC dashboards, systems, and alerts to ensure proactive issue detection and Ensure accurate, consistent, and timely documentation of incidents, changes, and communications in the ticketing system. Develop and enforce standard operating procedures (SOPs) to streamline workflows and reduce error. Maintain compliance with all regulatory, contractual, and security requirements relevant to the NOC. Client Service and Communication Act as a senior point of contact for clients during major incidents, ensuring timely updates and professional communication. Collaborate with account managers, service delivery, and technical teams to ensure client expectations are consistently met or exceeded. Champion a client-first approach within the NOC, embedding superior client service as a core principle of Provide regular reporting and updates to clients on service performance, incident trends, and improvement initiatives. Performance Measurement and Reporting Define, track, and report on key performance indicators (KPIs), including incident response times, resolution times, availability, and client satisfaction. Analyze incident and problem data to identify trends, risks, and areas for improvement. Deliver management reports summarizing NOC performance, resource utilization, and service quality. Implement data-driven improvements to enhance team productivity and operational efficiency. Continuous Improvement and Strategic Input Drive ongoing improvements in monitoring tools, processes, and automation to increase efficiency and reduce manual intervention. Identify opportunities for proactive measures to prevent service disruptions and optimize network stability. Stay up to date with industry trends, best practices, and emerging technologies relevant to network operations. Provide strategic input into capacity planning, risk management, and technology investments. Collaborate with leadership to align NOC objectives with overall business and IT strategy. Key Skills and Competencies Strong leadership and people management skills, with proven experience managing 24/7 operations teams. Excellent communication and interpersonal abilities, capable of managing client relationships at all levels. Solid technical knowledge of network infrastructure, monitoring tools, incident management, and service delivery. Strong analytical and problem-solving skills, with a data‑driven approach to decision‑making. Ability to work under pressure in high‑stakes situations, maintaining clarity and focus. Strategic thinking combined with operational execution capabilities. Qualifications and Experience Bachelor’s degree in Information Technology, Telecommunications, Computer Science, or related field (or equivalent experience) advantageous. Minimum of 4‑6 years in a NOC or network operations environment, with at least 3 years in a supervisory or managerial role. Proven experience with incident and problem management frameworks (e.g., ITIL). Experience working with enterprise‑grade monitoring systems, ticketing systems, and escalation processes. Familiarity with regulatory and compliance requirements related to network operations. Note: This is a senior leadership role within the Network Operations Center and requires a high level of commitment, technical knowledge, and leadership ability to ensure seamless 24/7 service delivery. #J-18808-Ljbffr