Velocity is seeking an Overnight Manager of NOC Escalations to lead and optimize all high-priority incident escalations and technical resolution activities within our 24/7/365 Network Operations Center (NOC). This hands-on leadership role is ideal for someone who thrives in fast-paced environments and is passionate about driving operational excellence, ensuring service continuity, and championing customer satisfaction.
This individual will serve as a key escalation point and central contact for driving incident resolution for complex technical issues, leading root cause analysis, coordinating cross-functional resolution efforts, and ensuring timely and transparent communication with internal stakeholders and customers. The role demands a strong technical foundation in network operations, excellent problem-solving skills, and proven experience managing teams in high-pressure situations.

QUALIFICATIONS, EDUCATION AND EXPERIENCE

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• Minimum 5 years of experience in NOC, Network Engineering, or technical support roles, including at least 2 years in a leadership or escalation management capacity.
• Strong technical understanding of networking technologies and protocols (e.g., TCP/IP, BGP, OSPF, VPN, firewalls).
• Hands-on experience resolving complex network and infrastructure issues in multi-vendor environments.
• Familiarity with ITSM tools, incident response platforms, and NOC monitoring systems.
• Excellent communication and interpersonal skills, with a track record of leading under pressure.
• Certifications such as CCNA, ITIL, or Network+ are preferred.

• Serve as the overnight technical escalation point for all major incidents and customer-impacting events.
• Lead resolution efforts across NOC teams, engineering, and vendor partners to ensure timely remediation of network and system issues.
• Oversee overnight operations related to escalations, including ticket management, communication protocols, and post-mortem reviews.
• Establish and refine escalation workflows, playbooks, and standard operating procedures to reduce resolution times and improve incident quality.
• Coach and mentor NOC Supervisors, Escalation Engineers, and Analysts to elevate technical capabilities and critical thinking skills.
• Ensure continuous coverage and readiness of the escalation team to support Velocity’s 24/7 service model.
• Develop and track KPIs related to escalation handling, resolution times, customer satisfaction, and team performance.
• Provide real-time communication updates to executive leadership and customers during major incidents.
• Collaborate with the Director of NOC to identify process improvements, system gaps, and training opportunities.
• Maintain a high-performance culture that values ownership, urgency, and customer obsession.