Senior Network Operations Center (NOC) Manager
$150,000–$200,000 year
RemoteSouth Africa
Job Summary
Lead the NOC team by providing overall leadership, setting performance goals, and managing headcount, hiring, and HR processes for your reporting structure. Act as the escalation point for critical client issues, taking ownership of major incidents to coordinate resolution, communicate with stakeholders, and conduct post-incident reviews. Manage ticket backlogs, schedule team members for profitable utilization, and drive operational excellence through proactive issue trending, data reporting, and process improvement initiatives. Collaborate across departments to maximize customer satisfaction while maintaining accurate documentation and adhering to strict change management procedures.
Required Qualifications
- 8+ years of relevant technical experience
- 8+ years of relevant management or leadership experience
- At least 5 years of relevant IT experience fully supporting customer environments
- Experience in supporting infrastructure environments
- Experience in IT service delivery and managing customer expectations
- Demonstrable experience in incident, problem, and change management
- Excellent ability to present information to senior management in a clear and concise way
- Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally
- Experience in business analysis and a good understanding of financial concepts
- Excellent client service skills, with the ability to create and cultivate trust relationships with clients and co-workers, and remain calm in stressful circumstances
- KPI goals consistently met in current role
- Windows Server
- Cloud environments including Microsoft 365
- Active Directory
- GPOs
- Routing and Switching
- Firewalls
- VPNs
- Virus and Security
- LAN/WAN Technologies
- Virtualization Technologies
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