NOC Manager

Job Summary

The NOC Manager will oversee the Network Operations Center's day-to-day operations at Momentum. This role is pivotal in leading, coaching, and developing the team of NOC technicians to ensure effective monitoring, surveillance, and issue resolution of customer and Momentum equipment. The manager will be directly involved in handling escalations, improving operational systems, and enhancing team performance through rigorous training, feedback, and corrective coaching.

General Duties and Responsibilities

• Lead and coach all levels of NOC Technicians and NOC Staff, ensuring efficient resolution of Momentum Corporate and customer issues.
• Foster a customer-centric work environment that motivates the team and meets company goals.
• Serve as a point of escalation for technical issues, striving to reduce future escalations.
• Collaborate with the Training Manager to ensure effective training and development of all NOC personnel.
• Oversee daily operations such as network event resolution, ticket queue management, and service level adherence.
• Identify inefficiencies and lead improvement initiatives to enhance service quality and operational efficiency.
• Assist with New NOC Supported commercial launches and manage related operational tasks including Alarm Turn-up and Validation, and Customer Notification requirements.
• Handle after-hours escalations as needed.

Essential Duties

• Manage network monitoring, incident resolution, problem management, change management, and recovery management.

• Provide continuous performance coaching and guidance to all NOC technicians.
• Ensure adherence to established procedures and processes.
• Monitor key performance goals and ensure achievement of service level objectives.
• Conduct periodic performance reviews and quality assessments, providing targeted coaching as needed.

Minimum Requirements

• High school diploma or equivalent.
• At least Five years of supervisory experience in a call center or technical support environment, managing technical staff or equivalent leadership experience.
• Demonstrated ability to tackle complex problems and lead a team effectively.
• Proficiency in Windows, MS Office suite, and web-enabled technical support applications.
• Strong knowledge of call center and technical support best practices.

Preferred Requirements

• Advanced degree in management, business, or a technical field from an accredited college.
• Extensive experience in call center or technical operations management.
• Comprehensive knowledge of routing, switching, and network configuration.
• Exceptional analytical, problem-solving, and communication skills.
• Leadership experience in a 24x7x365 Network Operations Center environment.
• Certifications such as CCNA, JNCIA, or equivalent are highly desirable.

Job Conditions

• This role requires extended periods of sitting and regular use of hands for typing.
• Must be able to occasionally stand, walk, or reach, and carry up to 30 lbs.
• Strong written and oral communication skills are essential.

Hours

• Momentum's NOC operates 24/7, 365 days a year. This role requires flexible work hours, including on-call responsibilities and variable days off.