Network Operations Center Manager

The NOC Manager is responsible for the operational performance, leadership, and strategic direction of the enterprise’s 24 / 7 Network Operations Center. This role ensures network availability, incident resolution, team execution, and infrastructure reliability across 300+ global sites. The NOC Manager serves as both a people leader and technical enabler , driving continuous improvement, proactive monitoring, and efficient escalation workflows while aligning network operations with enterprise standards and business outcomes.

Key Responsibilities

Operational Leadership

Manage and lead the daily operations of a global NOC supporting a multi-site, hybrid cloud environment

Oversee Tier 1–3 support functions including incident triage, escalation, troubleshooting, change implementation, and monitoring

Serve as the highest operational escalation point for network incidents and outages

Maintain and enforce 24 / 7 shift coverage, including staffing, scheduling, and on-call rotations

Team Management & Development

Directly manage NOC Analysts, Network Engineers, and the Network Reliability Engineer (NRE)

Drive performance through coaching, 1 : 1s, skill development plans, and technical mentorship

Define and track team KPIs including MTTR, SLA adherence, incident volume, and alert fatigue reduction

Foster a high-performance culture built around accountability, collaboration, and continuous learning

Strategy & Automation

Partner with NRE to develop automation, infrastructure-as-code, and observability initiatives

Identify operational inefficiencies and lead projects to improve toolsets, response time, and coverage

Champion reliability engineering practices to improve incident prevention and resiliency

Lead the implementation and refinement of NOC runbooks, SOPs, and escalation procedures

Cross-Functional Collaboration

Act as the liaison between Infrastructure, Cloud, Security, Application, and Helpdesk teams during major incidents and network events

Partner with Engineering and Cloud teams on deployments, migrations, and new service onboarding

Participate in ITSM governance for incident, problem, and change management processes

Reporting & Communication

Own and distribute executive-level reporting on network health, SLAs, critical incident trends, and operational risks

Deliver RCA documentation, incident debriefs, and recommendations to leadership

Ensure all ticketing, monitoring, and reporting platforms reflect real-time network health and team activity

Required Qualifications

Degree in Computer Science, Networking, Information Technology, or a related field

8+ years of experience in network operations or engineering roles, including 3+ years in a leadership or management position

Deep knowledge of enterprise networking (TCP / IP, BGP, OSPF, VPN, VLANs, SD-WAN)

Experience with Cisco Catalyst, Meraki, ASA, Palo Alto Networks, and Zscaler (ZIA / ZPA)

Strong understanding of network monitoring platforms (LogicMonitor, SolarWinds, PRTG, etc.)

Familiarity with cloud networking (AWS VPC, Azure VNet, ExpressRoute, TGW, etc.)

Experience with ITSM platforms (e.g., ServiceNow) and change management frameworks

Demonstrated success managing 24 / 7 teams, shift coverage, and high-severity incident response

Preferred Qualifications

Certifications : CCNP, PCNSE, ZCCA / ZCNA, AWS / Azure Networking certs

Experience managing teams with diverse roles (e.g., NOC, NRE, Engineering) across multiple time zones

Exposure to infrastructure automation tools (Terraform, Python, Ansible)

Strong background in SLAs, SLOs, and operational performance tracking

Familiarity with ISO 27001, SOC 2, or other compliance frameworks relevant to network operations