Sr. Manager, NOC

Job Summary

Responsible for leading end-to-end NOC operations in a 24x7 environment, ensuring high availability, resilience, and performance of network services. Provides strategic direction for incident management and service restoration, acting as the key escalation authority for critical issues.

Drives NOC maturity by leading automation initiatives, AI-driven monitoring, and continuous improvement, enabling proactive detection and faster resolution of issues while reducing manual effort. Ensures compliance with E911/NORS regulations and audit standards.

Leads multiple teams, including managers and engineering groups, and serves as a primary interface for clients and senior stakeholders, ensuring strong communication and service delivery. Plays a vital role in shaping NOC strategy, operational transformation, and customer experience improvements.

Key Responsibilities

• Act as shift-level operational leader for NOC staff
• Serve as initial escalation point for major incidents
• Oversee daily execution of:
• Incident management
• Change requests
• Service requests
• Monitor network events, outages, and maintenance activities
• Ensure timely communication to stakeholders and partners
• Lead NOC transformation initiatives (AI Ops, automation, predictive monitoring)
• Collaborate with engineering for tool enhancements and integrations
• Present RCA, performance reports, and service reviews (WBR/MBR/QBR)
• Act as primary interface for clients and senior stakeholders
• Enforce adherence to NOC processes and procedures
• Participate in Change Control to minimize risk
• Provide hands-on leadership during outages
• Resolve escalations from frontline teams
• Track KPIs (availability, MTTR, Dispatch etc)
• Prepare and share shift reports and updates
• Coach and guide team members for performance improvement

Required Skills & Knowledge

• Strong leadership and communication skills
• Knowledge of IP networking fundamentals
• Ability to multitask in high-pressure situations
• Understanding of escalation and operational processes
• Proficiency in Microsoft Office tools

Technical Skills

• Routing & switching fundamentals, VPN technologies (L2/L3), VoIP platforms.
• Familiarity with network monitoring tools - Netcool, OpenView, ITSM platforms
• Strong focus on E911/NORS compliance and audit readiness
• Knowledge of: Automation scripting (Shell, Python, Perl),Firewalls, UNIX systems

Experience & Education

• Bachelor's degree (or equivalent experience)
• 10+ years in NOC & ITES (24x7 NOC)
• ITIL certification
• Industry-recognized professional network certification

Work Environment

• 24x7 NOC operations/ Rotational Shift
• Leadership-level on-call responsibility