Network Operations Center Manager

About the Role

As Command Center Senior Manager, you will lead 24x7 Command Center operations covering Network Operations Center (NOC), Compute Operations, and Major Incident Management.

You will provide direct leadership to Shift Operations Managers, serve as a senior escalation point for business-critical incidents, and coordinate with technology teams, vendors, onshore leadership, and global stakeholders.

The role also focuses on operational readiness, ITIL service management, performance monitoring, risk identification, and continuous improvement.

Key Responsibilities

• Lead 24x7 NOC, Compute Operations, and Command Center activities across shifts.
• Provide senior operational leadership during high-impact and business-critical incidents.
• Act as an Incident Commander during Sev-1 outages and major service disruptions.
• Oversee Major Incident Management during the US night shift.
• Direct Shift Operations Managers during complex or prolonged incidents.
• Ensure consistent execution of Incident, Major Incident, Change, and Problem Management processes.
• Coordinate across networking, compute, batch operations, infrastructure, engineering teams, vendors, and onshore stakeholders.
• Oversee high-risk and emergency IT changes affecting supported services.
• Drive root-cause analysis and follow through on corrective actions for recurring operational issues.
• Monitor operational performance, incident trends, service indicators, and monitoring effectiveness.
• Identify systemic risks, capacity gaps, monitoring gaps, and improvement opportunities.
• Manage vendor escalations and SLA-related operational issues.
• Plan Command Center staffing and maintain 24x7 operational coverage.
• Manage discretionary Command Center spending within the approved departmental budget.
• Coach and develop Shift Operations Managers and support succession planning.
• Ensure adherence to SOPs, audit requirements, security standards, and architectural standards.
• Prepare monthly executive-level operational reports and business-focused narratives.
• Develop and present detailed operational deep dives for US leadership during onsite visits.

Must-Have Qualifications

• 7+ years of experience in technology operations, Command Center, NOC, or IT service operations supporting business-critical systems.
• Experience working in 24x7 operations, including shift-based environments, incident escalation, and service restoration.
• 3+ years managing managers or shift leads, with responsibility for performance, staffing, and leadership development.
• Proven Major Incident Management experience involving high-impact, cross-team incidents.
• Experience providing senior operational oversight during service disruptions.
• Hands-on operational leadership experience across multiple technical domains such as networking, compute, batch operations, and infrastructure.
• Experience with ITSM processes covering Incident, Major Incident, Change, and Problem Management in large-scale or enterprise environments.
• Experience collaborating with onshore leadership or global stakeholders, particularly in a Global Capability Center model.
• Experience managing vendors/service providers, including operational escalations and SLA-related issues.
• Experience using operational metrics, incident trends, and performance data to identify risks and drive improvements.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline, or an equivalent combination of education and significant relevant operational experience.
• ITIL 4 Foundation certification — required.

Good-to-Have

• ITIL 4 Managing Professional.
• ISO/IEC 20000 Foundation.
• COBIT Foundation.
• Certified Major Incident Manager.
• SRE Foundation or equivalent.
• People leadership or management certifications.
• Coaching or operational leadership development programs.