Senior Network Operations Center (NOC) Manager

About Prime System Solutions:

Prime is a leading provider of IT services, specializing in delivering top talent, service delivery and innovative solutions to its global clientage.

About the Job:

The Senior Network Operations Center (NOC) Manager is responsible for managing and leading their team in providing a consistent level of quality and service to support client systems. The ideal candidate will deliver effective leadership, strategy, follow-up, and direction that aligns with overall company goals. This role requires a proactive, self-driven leader who can continually train and educate employees on people, process, and technology standards while ensuring client satisfaction and operational excellence.

Requirements

Leadership and Team Management:

• Provide overall leadership for the teams under your reporting structure.
• Maintain accountability for reporting Managers overseeing each team.
• Set and manage performance goals for the overall team.
• Proactively manage capacity and ensure the staff requisition process is followed in a timely manner.
• Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance.
• Perform employee reviews, manage headcount, hiring, and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching, and staff development.
• Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance.

Client and Escalation Management:

• Act as an escalation point for critical client issues; communicate and manage communication with customers as needed.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Provide timely responses and guidance to client requests, either directly if needed or via your team.
• Advocate for the customer in day-to-day operations.
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident reviews.
• Build relationships with clients and team members and serve as a trusted point of contact.

Operations and Performance Management:

• Responsible for the scheduling, time, and utilization management of team members, ensuring every hour is a profitable hour and that workflows and procedures are being followed.
• Review and manage ticket backlog to ensure services are being correctly scheduled, prioritized, and moving through the system as desired.
• Proactive issue trending and data reporting for the improvement of key metrics.
• Manage team performance and tools to meet or exceed SLOs.
• Liaise with internal and external resources to provide detailed analysis of operations and opportunities for improvement to meet SLAs and internal efficiencies.
• Working with leadership to identify opportunities for process improvement and leveraging data to prioritize the identified opportunities; integrating and interpreting data from diverse sources to drive decision-making.

Self-Management and Professional Conduct:

• Possesses a high level of self-motivation and initiative, consistently taking ownership of tasks and projects.
• Demonstrate a strong sense of autonomy and resourcefulness, capable of making independent decisions and solving problems without relying heavily on coaching or direction.
• Exhibit excellent time management and organizational skills, effectively prioritizing tasks and allocating resources to meet deadlines and achieve objectives without extensive oversight.
• Display a proactive and self-directed approach to learning and staying updated on industry trends, seeking out relevant information and resources to enhance knowledge and skills.
• Show the ability to adapt and thrive in ambiguous or uncertain situations, quickly assessing and navigating challenges.
• Possess strong critical thinking and decision-making abilities, evaluating complex situations and determining the best course of action while considering the broader organizational goals and objectives.
• Demonstrate effective communication skills, both written and verbal, articulating ideas and expectations clearly and concisely.

Additional Responsibilities:

• Collaborate across all departments to maximize overall customer satisfaction.
• Maintain accurate and up-to-date documentation through the change management processes.
• Ensure quality administrative results from your team — including real-time time entry, timely submission of timesheets and expenses, frequent and business-appropriate customer communications, and overall presentability.
• Be a leader within the company: attend staff events, participate in meetings, encourage positive morale, and hold all employees accountable. Set the example for customer service.
• Maintain an in-depth knowledge of the products and services offered.
• Maintain accurate and up-to-date process and departmental documentation.
• Attend training and team meetings as required.
• Perform additional duties as required.

Qualifications and Skills:

• 8+ years of relevant technical experience required.
• 8+ years of relevant management or leadership experience required.
• At least 5 years of relevant IT experience fully supporting customer environments.
• At least 5 years of experience managing and working with the following technologies: Windows Server, Cloud environments including Microsoft 365, Active Directory, GPOs, Routing and Switching, Firewalls, VPNs, Virus and Security, LAN/WAN Technologies, and Virtualization Technologies.
• 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.

Job Timing: 08:00 AM – 05:00 PM (EST)

Benefits

Market Competitive Salary

OPD

IPD