Network Operations Center Manager

Summary
As the NOC Manager/Team Leader, your primary responsibility is to manage and coordinate the NOC team’s activities, ensuring timely resolution of network incidents and customer projects, while driving continuous improvement initiatives to enhance operational efficiency and reliability. You will also play a crucial role in strategic planning, resource allocation, and stakeholder communication to ensure that network operations align with the company’s business objectives.
Core Responsibilities
High Customer Service Standards: Uphold exceptional customer service and business integrity.
Conduct: Always be presentable in appearance and manner.
Ambassador: Represent the company positively at all times.
to Security Policies: Comply with the company's Information Security Policies.
Promotion: Promote the business and seek additional sales opportunities.
Cooperation: Provide assistance across departments, recognizing that we all work for the same company.
Awareness: Stay fully informed of all processes and procedures relevant to your role.
Awareness: Maintain a constant awareness of industry products, technology, and trends.
Management: Exhibit excellent timekeeping, time management, and attendance.
Skills: Demonstrate excellent written and verbal communication skills.
Knowledge: Be fully aware of all products offered by the company.
Development: Continuously progress your skills within your chosen products, adopting a self-improvement mentality.
Engage in online self-study during both business and personal time.
Relationship Management: Develop and maintain strong relationships with key customers, ensuring their needs are met and exceeded.
and Risk Management: Ensure compliance with regulatory requirements and manage risks associated with network operations.
and Technology Adoption: Foster a culture of innovation and stay ahead in adopting new technologies to improve network performance.
Role Specific Responsibilities
Leadership: Lead and manage the NOC team, providing guidance, direction, and mentorship to ensure success in meeting operational objectives and delivering high-quality service to customers.
Monitoring: Oversee the monitoring and management of customer network infrastructure, ensuring optimal performance and reliability.
Escalation: Act as a point of technical escalation within the team to provide guidance and troubleshoot customer tickets.
Delivery: Oversee high-profile customer projects, collaborating with stakeholders to ensure projects are delivered on time, within budget, and exceed customer expectations.
Response: Coordinate responses to network incidents, outages, and service disruptions, ensuring timely resolution and effective communication with stakeholders.
Procedures: Develop and maintain operational procedures, documentation, and SOPs to ensure consistency, reliability, and compliance with industry best practices and regulatory requirements.
Collaboration: Work with engineering, project management, IT, and customer support teams to address complex technical issues, implement solutions, and drive continuous improvement initiatives.
Development: Conduct performance evaluations, coaching sessions, and training programs to develop and enhance the skills of NOC team members.
Monitoring: Track KPIs and metrics to monitor NOC operations' performance and effectiveness, identifying areas for improvement and implementing corrective actions as needed.
Trends: Stay updated on emerging technologies, industry trends, and best practices in network operations and IT service management to drive innovation and maintain a competitive edge.
Leadership: Act as a positive and innovative force within the NOC team, promoting the success of the network services portfolio and identifying revenue-increasing opportunities.
Engagement: Collaborate on customer pre-sales engagements with sales, customers, and vendors to create solution designs, HLDs, and LLDs as appropriate.
Allocation: Efficiently allocate resources within the NOC team to ensure maximum productivity and coverage.
Management: Assist in the preparation and management of the NOC budget, ensuring cost-effective operations.
Communication: Maintain clear and consistent communication with all stakeholders, including customers, vendors, and internal teams, to ensure alignment and transparency.
Recovery Planning: Develop and implement disaster recovery plans to ensure network resilience and quick recovery in case of major disruptions.
Reporting: Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and strategic recommendations.
Management: Manage relationships with key vendors and service providers, ensuring they meet contractual obligations and performance standards.