NOC Manager

Description

Requirements

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).

• 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.