NOC Manager

Coretek is seeking a skilled and experienced NOC Manager who is responsible for overseeing the 24x7 operations of the Network Operations Center, ensuring stability, availability, and performance of our Managed Services client network infrastructure, servers and critical IT systems. This role involves leading a team of NOC administrators and engineers, managing incident response and resolution, optimizing monitoring tools, and maintaining high service levels for internal and external clients. This position will report to the Sr. Director, Managed Solutions.

Key Responsibilities:

• Lead and manage NOC operations, ensuring continuous monitoring of all infrastructure devices, system performance, and daily request ticket handling.
• Oversee incident detection, response and resolution as documented in Coretek ticket handling policies, the incident management policy and in accordance with current Service Level Agreements (SLAs)
• Serve as a direct escalation resource for the NOC Team dealing with events and customers needing urgent attention
• Supervise and mentor NOC staff, including troubleshooting steps, 24x7 shift schedules, performance reviews, and professional development
• Manage the change management process within the NOC Team to include scheduling, approvals, customer notifications, and planned maintenance events
• Collaborate with L3 engineers and managers to document new processes that enable the team to triage and resolve issues at the NOC level
• Identify potential operational support issues and design, create and implement solutions for improving overall support.
• Provide accurate metrics to track departmental KPIs
• Keep up to date with advances in technology, industry best practices and technical certifications

Required Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field OR 3+ years of engineering experience in network engineering, systems administration or Azure cloud computing
• 5+ years of NOC management experience in a medium-to-large 24x7 multi-client environment
• Certifications on three of the following IT platforms are required:
• Network+
• CCNA/CCNP
• Palo Alto Networks Certified Network Security Engineer
• Azure Administrative Associate
• Azure Solutions Architect Expert
• Microsoft Certified Solutions Associate
• Messaging Administrator Associate
• VMware Certified Associate
• VVF-VmWare vSphere Foundation

• ITIL v4 Foundation certification Required
• Strong understanding of networking protocols (TCP/IP, DNS, DHCP, BGP, OSPF).
• Experience with network monitoring tools (e.g., Logic Monitor, Elastic, Nagios).
• Familiarity in troubleshooting Linux and Windows environments.
• Experience with cloud platforms (Azure, AWS, GCP).

·       Familiarity with Citrix environment, including Citrix Virtual Apps and Desktops.

• Proficiency in incident management workflows, ITIL practices and ITSM platforms (e.g. ServiceNow).
• Excellent leadership, communication and problem-solving abilities.
• Strong organizational and documentation skills.
• Commitment to continuous improvement and service excellence.