NOC Manager – Network Operations Center Lead

About the role

The NOC Manager will lead the strategic and operational management of MCG Technologies’ IT infrastructure, network systems and data operations. Reporting to the Director of Compliance and Technical Strategy, you will ensure maximum network uptime, oversee the help‑desk, and drive continuous improvement across the Network Operations Center.

Key responsibilities

• Oversee day‑to‑day help‑desk operations, act as primary escalation point and ensure SLA compliance.
• Assign and prioritize tasks for the technical team, monitor performance 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.
• Plan and implement infrastructure upgrades in collaboration with internal teams.
• Analyze help‑desk metrics, identify 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 KPIs, scheduling, resource allocation and professional development.
• Stay updated on emerging technologies, test new tools and recommend improvements.
• Coordinate 24/7 on‑call rotation to guarantee operational continuity.

Required profile

• Master’s degree in Engineering, Computer Science, IT, Telecom or related field.
• 4–6 years of experience managing network infrastructure and leading NOC or technical support teams.
• Proven experience in help‑desk management, incident escalation and SLA‑driven environments.
• Strong knowledge of LAN/WAN, VOIP and network monitoring tools.
• Familiarity with system administration, Active Directory and virtualization platforms.
• Relevant certifications such as CCNA, CCNP, MCSE, CompTIA Network+ or Google Workspace Administrator (preferred).
• Excellent analytical, problem‑solving and decision‑making abilities.
• Effective communication and interpersonal skills.

Required skills

• LAN/WAN networking
• VOIP technologies
• Network monitoring tools
• System administration
• Active Directory
• Virtualization platforms
• Backup and disaster‑recovery solutions
• Failover mechanisms
• Data‑protection protocols
• Help‑desk management
• Incident escalation
• SLA compliance
• CCNA / CCNP / MCSE / CompTIA Network+ / Google Workspace Administrator (certifications)