Description:
The Network Operations Center (NOC) Manager will oversee the day-to-day operations of the NOC, ensuring the stability, security, and performance of our cloud infrastructure. This role involves managing a team of NOC technicians, monitoring systems, and responding to incidents and outages in real-time and most importantly, call ticket management. The NOC Manager will also be responsible for working with engineering, data center technicians and RMA support to help the operations department provide white glove service to our customers.
KEY RESPONSIBILITIES
- Responsible for leading the build out of the NOC in Austin and including hiring, training and retaining staff.
- Lead, mentor, and manage a team of NOC technicians, ensuring 24/7 coverage and effective incident response.This includes a team of NOC Technicians located in Austin and South Africa.
- Responsible for creating and managing the NOC 24/7, 365 staffing schedules.
- Implement, oversee and coordinate incident detection, response, resolution, and escalation procedures. Ensure incidents are resolved in a timely manner to minimize downtime and impact on customers.
- Maintain monitoring tools and dashboards to track the performance, availability, and security of the network and cloud infrastructure.
- Develop and refine operational processes to enhance the efficiency and effectiveness of the NOC. Identify areas for automation and optimization.
- Generate and analyze reports on network performance, incidents, and operational metrics. Provide insights and recommendations to senior management. Monitor NOC metrics and report to Senior Management as necessary.
- Work closely with other Operation departments, as well as Engineering, to ensure seamless operations and effective communication during incidents.
- Ensure all operations adhere to industry standards, regulatory requirements, and company policies.
- Conduct training sessions and workshops to keep the NOC team updated on the latest tools, technologies, and best practices.
REQUIREMENTS
- Bachelor’s degree in information technology, computer science, or a related field. A master’s degree is a plus. Education can be waived if candidate has extensive experience in NOC operations
- Experience: Minimum of 5 years of experience in network operations, with at least 2 years in a managerial or supervisory role of hourly technicians, preferably within a cloud services environment.
- Strong knowledge of network infrastructure, cloud platforms (AWS, Azure, Google Cloud), and network monitoring tools.
- Experience with incident management, change management, and configuration management.
- Proficiency in scripting and automation tools (e.g., Python, Bash) is a plus.
- Relevant certifications such as Cisco CCNP, AWS Certified SysOps Administrator, or CompTIA Network+ are preferred.
- Excellent leadership and communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work under pressure and manage multiple priorities simultaneously.
- Must be available to respond to critical incidents outside of regular business hours as needed