Noc Manager

As a NOC Manager, you will be responsible for overseeing the day-to-day operations of our Network Operations Center. You will lead a team of L1 IT Support technicians, ensuring the optimal performance and availability of our network infrastructure and systems. You will be responsible for ensuring that our L1 IT Support provides top-notch support to our clients and meets established service level agreements (SLAs).

**Responsibilities**:

- Manage and lead a team of NOC technicians, including hiring, training, and performance evaluations.
- Monitor and maintain the health and performance of the network infrastructure, including routers, switches, servers, and other critical components.
- Monitor L1 IT support team performance, ensuring the timely resolution of client issues and adherence to SLAs.
- Collaborate with other IT teams to resolve network-related issues and ensure service continuity.
- Generate key reports for Management including but not limited to system availability, service level agreements, ticket resolution, and customer issues.
- Ensure 24/7 monitoring and response to network alerts and incidents.
- Support IT-related stuff as well in compliance with ITIL
- Develop and maintain NOC procedures and documentation.
- Analyze network performance data and recommend improvements and upgrades.
- Implement security measures to protect the network from cyber threats.
- Provide regular reports and updates to senior management regarding network performance and incident management.

**Qualifications**:

- Minimum of 10 years of experience in network operations or comparable industry experience required
- 4+ years of customer service experience required
- Associate/Bachelors Degree in Electrical Engineering / Electronics / IT or similar field preferred
- Ability to operate Visio, MS Office, and various software packages and web-based products
- Three (3) years of managerial experience for teams of ten or more technical people
- In-depth knowledge of network protocols, hardware, and software.
- Relevant certifications (e.g., ITIL, CCNA, CCNP, CompTIA Network+) are a plus.
- Ability to work in a fast-paced, 24/7 environment
- Knowledge of the Jira Service Management system or any related system
- Kubernetes / Container environment experience and Cloud concepts
- Knowledge of ITIL Service Management and process execution is a plus
- Excellent communication skills, both oral and written in English with attention to detail