Network Operations Center Manager

NTT DATA•Annapolis, MD

About The Position

Direct daily operations of the 24x7x365 NOC. Ensure all incidents, service requests, and outage events are handled in accordance with SLAs. Maintain operational discipline, documentation accuracy, and real-time service visibility. Supervise NOC staff, shift leads, analysts, and escalation resources. Oversee monitoring coverage, alert accuracy, and event correlation. Approve and enforce NOC SOPs, alerting rules, and ticketing workflows. Coordinate with Engineering, Service Assurance, Firewall teams, ISP/OSP field teams, and DoIT. Lead response efforts for Priority 1 and Priority 2 incidents. Deliver operational reports, KPIs, and executive dashboards. Oversee NOC training programs, certification paths, and competency development. NOC and Team Leadership - Manage and schedule 24x7x365 NOC and maintenance staff, ensuring training, readiness and performance accountability. Incident Management - Direct detection, escalation and resolution of incidents, lead incident bridges and coordinate restoration efforts. Service Continuity and SLA Compliance - Facilitate uninterrupted network operations and maintain service levels through proactive monitoring and issue mitigation. Maintenance and Change Management - Plan, coordinate and execute scheduled maintenance activities, lead change management process with proper approvals and testing. Problem Management - Conduct Root Cause analyses (RCAs) and implement permanent corrective actions to prevent recurrence. Provisioning and Implementation Oversight - Manage deployment of new services, circuits and network devices and ensure quality and timeliness. Performance Monitoring and Reporting - Track and analyze network KPIs, maintain performance dashboards for internal and customer reporting. Continuous Improvement - Implement process improvements and introduce tools/automation to enhance operational efficiency.

Requirements

Minimum 5 years as an IT Operations Center Manager.
Minimum 10 years of experience in network operations, including at least 5 years managing a Net Operations Center (NOC) or similar 24x7X365 operations team.
Minimum 5 years monitoring and managing configuration of 500+ network devices.
Minimum 5 years monitoring and managing a virtual server environment.
Must possess a bachelor's degree in computer science, information systems or related field. Equivalent work experience of five (5) years may be substituted for a degree.
At least five (5) years of experience in network operations, monitoring, troubleshooting and/or provisioning, including at least two (2) years in a managerial or supervisory role.
Proven leadership of 24x7x365 enterprise-class operations.
Strong understanding of ITIL best practices, incident management and service operations.
Strong technical expertise in networking and fiber technologies.

Nice To Haves

PMP (Project Management Professional) or PgMP (Program Management Professional).
Cisco Certifications (CCNP, CCIE) for advanced networking expertise.
CompTIA Network+, Security+, or CySA+ for foundational and security knowledge.
Fiber Optic Technician Certification (CFOT or equivalent).
AWS Certified Solutions Architect or Azure Network Engineer Associate for cloud networking.
Certified Information Systems Security Professional (CISSP) for security leadership.
Experience with Disaster Recovery (DR) and Business Continuity Planning (BCP) for network environments.
Knowledge of network automation and orchestration tools (e.g., Ansible, Python scripting).
Familiarity with Zero Trust Architecture and advanced cybersecurity frameworks.
Strong vendor and contract negotiation skills for fiber and networking services.
Ability to manage multi-site network deployments and large-scale fiber rollouts.
Experience with large-scale network migrations, upgrades, and service transitions.

Responsibilities

Direct daily operations of the 24x7x365 NOC.
Ensure all incidents, service requests, and outage events are handled in accordance with SLAs.
Maintain operational discipline, documentation accuracy, and real-time service visibility.
Supervise NOC staff, shift leads, analysts, and escalation resources.
Oversee monitoring coverage, alert accuracy, and event correlation.
Approve and enforce NOC SOPs, alerting rules, and ticketing workflows.
Coordinate with Engineering, Service Assurance, Firewall teams, ISP/OSP field teams, and DoIT.
Lead response efforts for Priority 1 and Priority 2 incidents.
Deliver operational reports, KPIs, and executive dashboards.
Oversee NOC training programs, certification paths, and competency development.
Manage and schedule 24x7x365 NOC and maintenance staff, ensuring training, readiness and performance accountability.
Direct detection, escalation and resolution of incidents, lead incident bridges and coordinate restoration efforts.
Facilitate uninterrupted network operations and maintain service levels through proactive monitoring and issue mitigation.
Plan, coordinate and execute scheduled maintenance activities, lead change management process with proper approvals and testing.
Conduct Root Cause analyses (RCAs) and implement permanent corrective actions to prevent recurrence.
Manage deployment of new services, circuits and network devices and ensure quality and timeliness.
Track and analyze network KPIs, maintain performance dashboards for internal and customer reporting.
Implement process improvements and introduce tools/automation to enhance operational efficiency.