JOB DESCRIPTION: IT NOC (NETWORK OPERATIONS CENTER) MANAGER

Position Overview: The IT NOC Manager is responsible for overseeing and managing the Network Operations Center (NOC) team to ensure the smooth operation of an organization’s IT infrastructure, networks, and services. The manager leads efforts to monitor, maintain, and troubleshoot systems, ensuring maximum uptime and efficient issue resolution. The role also includes managing NOC personnel, ensuring effective communication, and collaborating with other departments to align IT operations with business goals.

REQUIRED SKILLS AND QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in NOC or IT operations, with at least 8+ years in a leadership or managerial role.
• Strong knowledge of networking protocols, hardware, software, and IT infrastructure.
• Familiarity with monitoring tools (e.g., Nagios, SolarWinds, Zabbix, or similar).
• Solid understanding of incident management, escalation procedures, and root cause analysis.
• Excellent leadership, communication, and interpersonal skills.
• Experience with cloud-based services, virtualization, and disaster recovery processes is a plus.
• IT certifications (e.g., ITIL, CompTIA Network+, Cisco, etc.) are highly desirable.

• NOC Operations Management:
• Oversee 24/7 monitoring of all critical network systems, servers, and applications.
• Ensure proactive identification and resolution of IT issues (e.g., network outages, hardware malfunctions, and software errors).
• Manage incident response, escalate issues as necessary, and ensure timely resolution of service disruptions.
• Maintain effective monitoring systems to detect anomalies and performance degradation.
• Team Leadership:
• Supervise a team of NOC engineers and technicians, providing direction, support, and mentorship.
• Conduct performance reviews and identify opportunities for skills development and training.
• Establish and enforce operational procedures, ensuring compliance with industry standards.
• Foster a culture of continuous improvement, teamwork, and high performance.
• Collaboration and Communication:
• Act as the primary point of contact between NOC and other IT departments (e.g., infrastructure, security, development).
• Ensure effective communication of system statuses, incidents, and updates to stakeholders, including leadership and end-users.
• Collaborate with vendors and third-party support teams for escalated issues and service improvements.
• Incident Management and Troubleshooting:
• Lead the troubleshooting and resolution of complex incidents, ensuring minimal disruption to services.
• Maintain detailed incident logs and documentation for future reference and analysis.
• Conduct post-incident reviews and identify areas for improvement in processes and infrastructure.
• Performance Monitoring and Reporting:
• Regularly evaluate system performance metrics and create reports for upper management.
• Proactively identify potential risks and inefficiencies in the network and infrastructure.
• Implement performance optimization strategies based on NOC data analysis.
• Continuous Improvement and Strategy:
• Develop and implement strategies to enhance NOC capabilities, tools, and processes.
• Evaluate and deploy new technologies that improve network monitoring and troubleshooting efficiency.
• Ensure NOC operations align with overall business objectives and IT goals.
• Disaster Recovery and Business Continuity:
• Ensure that disaster recovery and business continuity plans are effectively managed and tested.
• Lead efforts in recovering systems and services in case of critical failures or incidents.
• Compliance and Documentation:
• Ensure NOC operations comply with relevant industry standards, regulations, and best practices.
• Maintain accurate records of network configurations, change management, and troubleshooting procedures.