Network Operations Center Manager

Main Purpose of the Role:

The purpose of a NOC Manager is to ensure high-quality operations within the Network Operations Center by following our quality assurance practices, optimizing workflows, monitoring performance metrics, and fostering team efficiency to deliver reliable IT services and minimize downtime.

Job responsibilities that are specific to the position:

People

• Set goals, plan, and assign tasks to achieve the team’s objectives.
• Ensure open lines of communication within the team and with external stakeholders.
• Address and mediate conflicts to maintain a harmonious work environment.
• Monitor and improve the individual performance of the specialists based on the metrics defined on the scorecards.
• Identify technical gaps and provide training or resources to improve technical skills.
• Ensure proper knowledge transfer for all activities is in place to maintain continuity and consistency in operations.
• Coach to address gaps in technical skills, processes, and procedures.
• Ensure team members receive the necessary tools and technical training to perform their duties.
• Ensure team members have proper access to customers and internal environments to effectively perform their duties

Service Delivery

• Make critical decisions during urgent situations, ensuring the team is promptly informed of priority tasks.
• Oversee IT ticket resolution, ensuring process accuracy, quality documentation, and communication.
• Track compliance with SLAs to ensure that service delivery meets agreed-upon standards.
• Monitor key performance indicators (KPIs) such as response times, uptime, and resource utilization to ensure optimal system performance.
• Ensure clear procedures are established for every single alert configured.

Resource Planning and Allocation

• Allocate resources efficiently to handle various tasks and shifts within the team. • Balance workloads across the team.
• Optimize resource utilization and ensure adequate staffing levels.
• Plan and allocate resources effectively to meet service level agreements (SLAs).
• Generate regular performance reports to evaluate performance and the effectiveness of the activities. (Scorecards).

Reporting and Analytics

• Analyze data and metrics to identify trends, issues, and areas for improvement.
• Generate and analyze reports on service performance and key performance indicators (KPIs).
• Identify cost-saving opportunities without compromising service quality.

POSITION REQUIREMENTS – TECHNICAL SKILLS

• Management Experience: At least 3+ years in a management or leadership position, demonstrating the ability to oversee teams, allocate resources efficiently, and balance workloads across shifts.
• Networking Technologies: Solid knowledge of networking technologies, including understanding of protocols, hardware, and troubleshooting network issues.
• Resource Allocation: Ability to optimize resource utilization and ensure adequate staffing levels to meet service level agreements (SLAs).
• Reporting and Analytics: Proficient in generating and analyzing reports on service performance and key performance indicators (KPIs), including the use of scorecards to evaluate team effectiveness.
• Technical and Process Design: Skilled in designing and implementing technical processes that improve operational efficiency and service quality.
• Investigative and Analytical Abilities: Strong skills in analyzing data and metrics to identify trends, issues, and areas for improvement, as well as recognizing cost-saving opportunities without compromising service quality.
• ITSM Foundation: Familiarity with IT Service Management (ITSM) principles and practices, as foundation training is required

PROFESSIONAL SKILLS

• Fluent English language skills required: verbal and written communication.
• Self-motivated and disciplined.
• Strong stakeholder relationship management skills.
• Strong investigative and analysis skills.
• Strong technical and process design and implementation skills.
• Strong communication and presentation skills, along with the ability to work in a highly collaborative environment.
• Strong customer focus and ability to manage customer expectations.
• Ability to work creatively and analytically in a problem-solving environment.
• Manages multiple priorities in a high-pressure environment.
• Have strong interpersonal and communication skills: capable of training users in complex topics and making presentations to internal groups.
• Excellent organizational skills with the ability to visualize the big picture and manage last-minute details.