Senior Network Operations Center (NOC) Manager

About the role

The Senior Network Operations Center (NOC) Manager leads a team that ensures consistent, high‑quality service for client systems. This position combines strategic leadership with hands‑on incident management to drive operational excellence and client satisfaction.

Key responsibilities

• Provide overall leadership and performance management for NOC teams, setting goals and tracking results.
• Mentor and coach staff through one‑on‑one meetings, performance reviews, and professional development.
• Act as escalation point for critical client issues, coordinating resolution and communicating with stakeholders.
• Own major incidents, manage incident response, and conduct post‑incident reviews.
• Schedule, track, and optimize team utilization to ensure profitable hours and adherence to workflows.
• Monitor ticket backlog, prioritize work, and ensure service level objectives (SLOs) are met.
• Analyze operational data, identify trends, and recommend process improvements.

Required profile

• Proven experience leading NOC or similar technical support teams.
• Strong people‑management skills, including hiring, performance coaching, and culture building.
• Excellent communication abilities for client interaction and internal coordination.
• Data‑driven mindset with experience using metrics to drive decisions.

Required skills