Data Center NOC Manager

GTA-posted 3 months ago

Full-time • Mid Level

Tamuning, GU

251-500 employees

Telecommunications

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The NOC Manager is responsible for leading all operational aspects of GTA's Network Operations Center. This includes ensuring uptime of critical systems, overseeing incident and change management, optimizing infrastructure monitoring, and serving as a key escalation point across the organization. This role will help drive the long-term success of GTA Data Centers by promoting operational excellence, performance analytics, and strategic planning.

Lead and manage all NOC personnel, including hiring, training, scheduling, performance management, and mentorship across all shifts.
Direct and oversee monitoring of all critical infrastructure systems, including network, servers, storage, power, cooling, and security systems, utilizing advanced monitoring tools.
Own the incident management process: ensure rapid identification, triage, escalation, communication, and resolution of system alerts and operational issues according to defined procedures.
Drive the Problem Management process, overseeing Root Cause Analysis (RCA) for significant incidents to prevent recurrence.
Develop, implement, maintain, and continuously improve Standard Operating Procedures (SOPs), emergency action plans, and NOC best practices.
Generate, analyze, and present key performance indicators (KPIs) and operational metrics reports to track performance, identify trends, and inform decision-making.
Ensure adherence to and reporting on Service Level Agreements (SLAs) and Operational Level Agreements.
Serve as a primary point of contact and escalation for critical incidents and operational issues.
Facilitate clear, concise, and timely communication regarding incidents, maintenance, and operational status to all relevant internal and external stakeholders.
Coordinate and manage scheduled and emergency maintenance activities, minimizing impact on operations through careful planning and communication (Change Management principles).
Oversee physical security protocols within the data center, including access control management, monitoring, reporting, and coordination of patrols.
Manage vendor relationships pertinent to NOC operations, including monitoring tools, hardware support, and connectivity providers.
Direct asset management lifecycle within the NOC's scope: receiving, inventory tracking, audits, tagging, and secure disposal coordination.
Contribute operational data and insights to support capacity planning efforts.
Participate actively in Disaster Recovery (DR) and Business Continuity (BC) planning, testing, and execution.
Foster a culture of vigilance, proactivity, and continuous improvement within the NOC team.
Perform other duties as assigned.

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, OR equivalent combination of education and work experience.
Minimum of 2 years of experience in IT or NOC operations.
Minimum of 2 years in a supervisory or management role leading technical teams.
Proven ability to lead, mentor, and develop a technical team in a 24/7 operational environment.
Excellent problem-solving and analytical skills with a proactive approach to identifying and resolving issues.
Exceptional verbal and written communication skills, with the ability to convey technical information clearly and concisely to both technical and non-technical audiences.
Strong organizational and time management skills with the ability to prioritize tasks and manage multiple responsibilities effectively.
Ability to remain calm and effective under pressure during critical incidents.
Understanding of best practices for incident, problem, and change management.
Knowledge of data center infrastructure components, including power distribution, cooling systems, and networking equipment.
Familiarity with data center monitoring tools and ticketing systems.
Strong attention to detail and a commitment to accuracy.
Understanding of TCP/IP, DNS, and Operational Technologies.
Familiarity with server hardware and operating systems (Windows Server, Linux).
Experience with monitoring tools such as PRTG, Nagios, or Building Management Systems.
Knowledge of physical security systems and protocols within a data center environment.
Knowledge in using ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Proficiency in asset management, inventory tracking systems, and audit procedures.
Knowledge of data center operations, infrastructure, and best practices.
Experience managing facility security systems, such as access control and CCTV.
Understanding of emergency response protocols in data center environments.
Ability to create and maintain accurate documentation and SOPs.
Valid Driver's License and US Passport.

Ability to promote the Company culture and mission to all employees, vendors, clients and business partners.
Product/Service knowledge: Remains up to date on the latest services and products we provide and has a clear understanding of how each work.
Customer centric: Puts the customer first and creates a positive experience for the customer by building relationships and maximizing service/product offerings.
Accountability: Punctual and dependable to meet the needs of our customers.
Critical Thinking and Problem Solving: Has the ability to assess an issue, provide creative solutions, and analyze if the solution was viable.
Organizational support: Ability to follow company policies and procedures in accordance with contract/agreement(s) and Company Goals.
Technical skills: Constantly strives to increase technical knowledge to improve training tools through latest product knowledge, industry knowledge, and research.
Growth and Learning: Is curious and understands that learning is a lifelong endeavor.

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