Network Operations Center (NOC) Manager

The Network Operations Center (NOC) Manager oversees the 24/7 monitoring, analyzing, and maintaining the health of FAST Services network infrastructure, as well as incident detection, incident response, and quality assurance. They are responsible for defining processes, setting performance standards, and making sure the team follows established incident management and escalation procedures. Additionally, the NOC Manager arranges staffing and scheduling for 24/7 coverage and ensures the team has the tools and training needed to perform well.

Overall, the NOC Manager is responsible for maintaining service reliability, strengthening operational discipline, and continuously improving the organization's ability to detect, respond to, and prevent technical issues. We are looking for someone who has strong analytical and technical skills, flexibility in their schedule, and clear communication and documentation skills to lead a team of NOC Analysts.

Job Responsibilities

• Oversee 24/7/365 scheduling, including on-call rotations and holiday coverage.

• Ensure the team meets contractual obligations (SLAs) for uptime and response speed.

• Bridge operations between providers and both external and internal teams.

• Direct major incident response and provide executives with clear, business-focused status updates during critical system failures.

• Analyze trends, identify systemic issues, and lead improvements to reduce downtime and enhance reliability.

• Oversee the selection of monitoring tools, refine SOPs for operational consistency, and collaborate on automation strategies to reduce alert noise and improve team focus.

• Provide operational insight and continuous improvement through regular reporting, SLA compliance tracking, postmortems, and RCA.

• Monitor KPIs such as Mean Time to Repair (MTTR), Mean Time to Detect (MTTD), and first-response times.

• Monitor and ensure metadata and EPG accuracy.

JobRequirements:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

• Industry certifications such as CCNA, CompTIA Network+, or equivalent, are required

• Experience managing a team of 10+ individuals is required

• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, routing, switching).

• Experience with NOC and Video monitoring tools (ex, TAG Video Systems, Telestream, Interra Systems, Splunk).

• Experience with cloud platforms (AWS, Azure, CDN) and virtualization technologies.

• Extensive experience in ITIL processes (Incident, Problem, Change Management).

• Highly analytical and excellent troubleshooting skills.

• Excellent communication and documentation abilities.

• Ability to work in a 24/7 shift environment.

Preferred Skills:

• Experience with scripting or automation (Python, PowerShell, Bash).

• Exposure to cybersecurity monitoring and SIEM tools.

• Prior experience in a high-availability or mission-critical environment.