Role Overview:

We are seeking an experienced and expert-level NOC (Network Operations Center) Manager to lead our NOC team. The ideal candidate will have extensive experience in network operations, team leadership, and strategic planning. As the NOC Manager, you will be responsible for overseeing the day-to-day operations of the NOC, ensuring that the team efficiently monitors, identifies, and resolves network and system issues, and maintaining the overall performance and reliability of our IT infrastructure.

Key Responsibilities:

1. Leadership and Team Management:

• Lead and manage a team of L1 and L2 NOC Engineers, providing guidance, mentorship, and support to ensure optimal team performance.
• Develop and implement training programs to enhance the technical skills and knowledge of the NOC team.
• Foster a collaborative and proactive work environment, encouraging teamwork and continuous improvement.

1. Operational Oversight:

• Oversee the 24/7 operations of the NOC, ensuring continuous monitoring of network and system performance.
• Establish and maintain standard operating procedures (SOPs) for incident detection, response, escalation, and resolution.
• Ensure that the NOC operates within defined service level agreements (SLAs), minimizing downtime and disruptions to business operations.

1. Incident and Problem Management:

• Take ownership of major incidents and high-priority issues, coordinating the response and ensuring timely resolution.
• Lead post-incident reviews, identifying root causes, and implementing corrective actions to prevent recurrence.
• Collaborate with other IT teams to manage and resolve complex network and system issues.

1. Performance Monitoring and Reporting:

• Implement and maintain advanced monitoring tools and systems to provide real-time visibility into network and system performance.
• Analyze performance data to identify trends, potential issues, and areas for improvement.
• Generate regular reports on NOC activities, incident trends, and key performance indicators (KPIs) for senior management.

1. Strategic Planning and Continuous Improvement:

• Develop and execute a strategic plan for the NOC, aligning with overall business objectives and IT strategy.
• Drive continuous improvement initiatives within the NOC, focusing on enhancing operational efficiency, reducing incident response times, and optimizing network and system performance.
• Stay informed about emerging technologies and best practices in network operations and incorporate them into the NOC's operations.

1. Vendor and Stakeholder Management:

• Manage relationships with external vendors and service providers, ensuring that their services meet the organization's needs and SLAs.
• Act as the primary point of contact for internal stakeholders, providing updates on NOC activities and addressing any concerns or requirements.

1. Budget and Resource Management:

• Manage the NOC’s budget, ensuring that resources are allocated efficiently and that costs are controlled.
• Oversee the procurement of tools, equipment, and software necessary for NOC operations.

Required Qualifications:

• Experience: 10+ years of experience in network operations, with at least 5 years in a managerial or leadership role within a NOC.
• Technical Skills: Extensive knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP, etc.), and experience with network devices (routers, switches, firewalls).
• Monitoring Tools: Proficiency with advanced network monitoring and management tools (e.g., SolarWinds, Nagios, Zabbix) and incident management systems (e.g., ServiceNow).
• Leadership: Proven track record of successfully leading and managing a NOC team, with strong skills in team development and performance management.
• Certifications: Relevant certifications such as CCNP, ITIL, or equivalent are highly preferred.