We are seeking an experienced and dynamic individual to enhance and lead our Network Operations Center (NOC) team at a leading US-based Internet Service Provider (ISP). The NOC Manager will be responsible for overseeing the day-to-day operations of the NOC, ensuring the reliability, performance, and security of our network infrastructure. This position requires strong leadership skills, technical expertise in networking and telecommunications, and the ability to effectively manage a remote team in a fast-paced Environment. This will be a remote work role and will not require relocation to the US. Responsibilities · Team Leadership: Provide leadership and guidance to the NOC team, including hiring, training, and performance management. The primary focus will be on the day-to-day and long-term management aspects of the NOC management role. · Ticketing: Review existing customer trouble ticketing system, processes and procedures. Create and enforce new processes and procedures as appropriate. · This role involves enhancing the skills and knowledge of both new and current employees. This includes identifying their training needs and providing them with relevant training opportunities to help them perform their job duties effectively. · Network Monitoring and Management: Review network monitoring and management systems, processes and procedures. Monitor network performance and availability using industry-standard tools and technologies. Proactively identify and resolve network issues to minimize downtime and ensure optimal performance. Create and enforce new systems, processes and procedures as appropriate. · Incident Response: Lead incident response efforts during network outages or security incidents. Coordinate with cross-functional teams to troubleshoot and resolve issues in a timely manner. · Change Management: Oversee the implementation of network changes and upgrades, ensuring adherence to change management processes and minimizing impact on network operations. · Documentation and Reporting: Maintain accurate documentation of network configurations, procedures, and troubleshooting guides. Generate regular reports on network performance, incidents, and resolutions. · Vendor Management: Interface with third-party vendors and service providers to resolve escalated issues and coordinate maintenance activities. · Capacity Planning: Collaborate with network engineering and architecture teams to forecast capacity requirements and plan for future growth. · Compliance and Security: Ensure compliance with industry standards and regulations related to network operations and security. Implement and enforce security best practices to protect the integrity and confidentiality of customer data. · Continuous Improvement: Identify opportunities for process improvements and automation to enhance the efficiency and reliability of NOC operations. · 24/7 Availability: Be available for on-call rotation and provide leadership during critical incidents outside of regular business hours. Qualifications · Bachelor's degree in computer science, Information Technology, or related field. Advanced degree or certifications (e.g., CCNA, CCNP, ITIL) preferred. · Minimum of 5 years of experience in network operations, with at least 2 years in a leadership or managerial role. · Strong technical knowledge of networking protocols and technologies, including TCP/IP, BGP, OSPF, MPLS, VPN, DNS, DHCP, and SNMP. · Experience with the network monitoring and management tools such as Zabbix, Nagios and Icinga which we currently use would be an advantage. Experience with systems such as SolarWinds or PRTG is also an advantage. · Knowledge of SDN and overlay concepts. · Familiar with network equipment platforms. (Juniper, Cisco, Mikrotik, etc.). · Proficiency in incident response and troubleshooting methodologies, including root cause analysis and problem resolution. · Excellent communication skills with the ability to interact effectively with technical and non-technical stakeholders. · Strong leadership and team-building skills, with a track record of motivating and developing high-performing teams. · Proven ability to manage competing priorities and thrive in a fast-paced, dynamic environment. · Understanding of regulatory requirements and industry best practices related to network security and compliance.
