NOC Manager

About the role

As the NOC Manager at MCG Technologies you will lead the strategic and operational management of the company’s IT infrastructure, network systems and data operations. You will be responsible for maintaining maximum network uptime, overseeing the help‑desk function and driving continuous improvement across the Network Operations Center.

Key responsibilities

• Oversee day‑to‑day help‑desk operations, ensure timely incident resolution and act as primary escalation point.
• Assign and prioritize tasks for the technical team, monitor SLA compliance and maintain documentation.
• Maintain and secure IT infrastructure, including backups, disaster‑recovery, failover mechanisms and data‑protection protocols.
• Ensure stability, integrity and performance of LAN/WAN and VOIP networks.
• Collaborate with internal teams to plan and implement infrastructure upgrades and improvements.
• Monitor help‑desk performance, analyse recurring issues and implement reduction strategies.
• Conduct client follow‑ups, gather feedback and improve customer experience.
• Generate performance reports and present insights to management.
• Manage team performance through KPI evaluation, scheduling and resource allocation.
• Lead training and development programs for the NOC staff.
• Stay updated with emerging technologies, test new tools and recommend enhancements.
• Organise on‑call rotation to guarantee 24/7 operational continuity.

Required profile

• Master’s degree in Engineering, Computer Science, IT, Telecom or a related field.
• 4–6 years experience managing network infrastructure and leading NOC or technical support teams.
• Proven experience in help‑desk management, incident escalation and SLA‑driven environments.
• Strong leadership, mentoring and team‑management abilities.
• Excellent analytical, problem‑solving and decision‑making skills.
• Effective communication and presentation skills.
• Willingness to work night shift (6 PM – 3 AM PKT).

Required skills

• LAN/WAN networking
• VOIP technologies
• Network monitoring tools
• Active Directory
• Virtualization platforms
• Backup and disaster‑recovery systems
• Failover mechanisms
• Data‑protection protocols
• Help‑desk management systems
• Incident escalation processes
• SLA management
• Reporting and performance analytics