Position SummaryThe NOC Manager will oversee Network Operations Engineers, ensuring operational efficiency, continuous improvements, and effective network monitoring, troubleshooting, and support for a large-scale data center environment. This role requires deep expertise in network infrastructure, routing, troubleshooting, and operational support within mission-critical environments. The NOC Manager will oversee incident management, ticketing workflows, and performance metrics, ensuring full adherence to Client-approved Methods of Procedure (MOPs) and escalation protocols.Key Responsibilities Operational Management & Service DeliveryManage a team of Network Operations Engineers, ensuring operational performance aligns with Service Level Agreements (SLAs) and established efficiency goals.Lead network troubleshooting and issue resolution, ensuring adherence to Client-approved MOPs and escalation procedures.Drive efficiency improvements in ticket management, incident response, and root cause analysis.Ensure timely and accurate reporting on service delivery metrics, incidents, and operational performance.Oversee ticket lifecycle management, ensuring accurate documentation, timely updates, and continuous process improvements.Technical Leadership & Network OperationsMonitor and manage network infrastructure, including switches, routers, firewalls, VLANs, DNS, BGP, OSPF, and MPLS.Lead network circuit repair efforts, troubleshooting both logical and physical components, such as routing, patch panels, optics, and cabling.Work with internal teams and third-party vendors to ensure timely network faults and incidents resolution.Ensure proper execution of hardware RMA processes, including asset tracking and vendor coordination.Ensure proactive data center network health monitoring, identifying and escalating risks before failures occur.Incident & Escalation ManagementManage and oversee network incidents, ensuring proper diagnosis, tracking, and resolution.Ensure smooth communication with cross-functional teams regarding upcoming maintenance, incidents, and general network operations.Monitor network infrastructure ticket queues, taking action on alerts or tickets per Client-approved SOPs and SLAs.Escalate technical issues appropriately to the designated escalation points, ensuring timely resolution.Process & Service ImprovementDefine and track performance KPIs, such as Mean Time to Repair (MTTR) and network uptime metrics.Continuously refine ticketing workflows and incident response processes to improve efficiency.Ensure compliance with audit and reporting requirements, maintaining accurate documentation of all network activities.Team Leadership & TrainingRecruit, train, and mentor NOC engineers, fostering a high-performing team culture.Define onboarding processes for new hires, ensuring familiarity with Client tools and troubleshooting methodologies.Develop and execute employee retention strategies, ensuring high engagement and satisfaction.Conduct regular performance reviews, identifying areas for improvement and career growth.Required Skills & QualificationsTechnical SkillsStrong understanding of Data Center Networks: Routing, switching, IP networking, VLANs, DNS, BGP, OSPF, and MPLS.Expertise in network troubleshooting: Experience isolating faults and resolving network issues, including circuit and hardware troubleshooting.Proficiency in network monitoring tools and incident management frameworks.Familiarity with enterprise and service provider network hardware platforms (e.g., Cisco, Juniper, Arista).Knowledge of ITIL frameworks, incident response, and best practices in network operations.Leadership & Management SkillsProven experience managing NOC engineers, setting performance expectations, and ensuring SLA compliance.Strong ability to manage high-pressure incidents, ensuring timely escalation and resolution of network issues.Experience working cross-functionally with network engineers, operations teams, and business stakeholders.Ability to optimize operational workflows, reducing ticket resolution times and increasing efficiency.Experience & EducationBachelor’s degree in Computer Science, IT, Networking, or related field (or equivalent experience).8+ years of experience in network operations, data center management, or enterprise IT infrastructure.3+ years of experience leading a NOC team or similar network support function.Preferred Certifications:CCNP (Cisco Certified Network Professional)JNCIP (Juniper Networks Certified Professional)ITIL v4 CertificationPMP (for project management experience)