Network Operations Center (NOC) Manager

Cirrascale Cloud Services•Austin, TX

2d•$108,000 - $120,000

About The Position

The Network Operations Center (NOC) Manager establishes and manages a high-performing, 24/7 operational support organization responsible for infrastructure monitoring, customer support requests, incident response, and service delivery. This hands-on leadership role combines technical expertise, operational discipline, customer service leadership, and organizational development. The manager will initially build Cirrascale’s Austin NOC operation by recruiting personnel, setting staffing schedules, implementing procedures and escalation processes, and developing tools and reporting for a growing global infrastructure environment. Once the NOC is operational, the manager is accountable for its performance, including ticket response and resolution coordination, incident escalation, customer communications, shift coverage, and reporting. The role ensures every support ticket is attended to promptly, classified accurately, appropriately escalated, followed through, and documented through resolution. The NOC is the central coordination point for customer-impacting operational issues across Cirrascale’s infrastructure. The manager works closely with Engineering, Data Center Operations, Infrastructure Deployment, Network Engineering, Systems Engineering, Hardware Support, and RMA personnel. The position also provides Level 1/Level 2 technical support and escalation, oversees network troubleshooting and monitoring, and supports operational change management, security and compliance activities, and continuous improvement.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Network Engineering, Information Systems, or a related technical discipline preferred; equivalent professional experience may substitute.
Demonstrated commitment to customer service, responsiveness, communication, and accountability.
Ability to take ownership of operational problems and coordinate their resolution, including when another department performs the technical work.
Ability to establish expectations, develop employees, address performance deficiencies, and build an accountable team.
Ability to assess operational issues, judge severity, and determine when technical or management escalation is needed.
Strong written and verbal communication skills, including explaining technical problems clearly to customers, engineers, and senior management.
Ability to manage competing priorities, track multiple operational issues, and maintain visibility into outstanding work.
Ability to make sound decisions under pressure, particularly during customer-impacting incidents.
Strong attention to detail in ticket documentation, escalation tracking, procedures, and customer commitments.
Proactive approach to identifying operational weaknesses and implementing practical improvements.
Professionalism when interacting with customers, vendors, employees, and executive leadership.
Technical familiarity with LAN, WAN, WLAN, VPN, internet connectivity, routing, switching, DNS, DHCP, TCP/IP, firewalls, routers, switches, load balancers, and wireless infrastructure.
Familiarity with Linux and Windows server operating environments.
Familiarity with scripting and automation technologies, including Python, Bash, and PowerShell.

Nice To Haves

Advanced education or relevant technical certifications.

Responsibilities

Lead the establishment and operational development of Cirrascale’s Network Operations Center in Austin, Texas.
Develop the organization and staffing plans needed for continuous 24/7/365 infrastructure monitoring and customer support.
Recruit, interview, select, onboard, and train NOC personnel; establish structured training, coaching, performance reviews, and employee development.
Set staffing requirements, shift schedules, coverage plans, and shift turnover procedures.
Build a culture of accountability, professionalism, technical competency, teamwork, and exceptional customer service.
Establish operational change management processes and ensure the NOC has visibility into scheduled maintenance, approved changes, and anticipated service impacts.
Ensure monitoring, documentation, escalation contacts, and support procedures are ready before new systems, expansions, and customer deployments enter production.
Oversee the full lifecycle of customer and internally generated support tickets, maintaining visibility into queues, ownership, backlog, aging tickets, and resolution activity.
Set ticket response, escalation, resolution, documentation, and reopening expectations consistent with customer service-level agreements.
Prevent premature ticket closure, escalate tickets exceeding targets, and coordinate corrective actions for recurring issues.
Establish incident detection, classification, response, escalation, resolution, and documentation procedures, including severity levels and ownership.
Coordinate incident response across technical teams and external providers, serve as an operational escalation point during significant interruptions, and ensure customer follow-up.
Coordinate post-incident reviews, root cause analysis, and tracking of corrective actions.
Manage and monitor planned maintenance across sites and coordinate customer notifications and internal communications.
Coordinate operational work across Network Engineering, Systems Engineering, Data Center Operations, remote technicians, RMA, and hardware support.
Participate in operational readiness reviews for deployments and infrastructure expansions, ensuring documentation, monitoring, and escalation contacts are available.
Escalate unresolved interdepartmental dependencies to Operations leadership when necessary.
Develop and maintain standard operating procedures, troubleshooting guides, technical runbooks, and operational reference materials.
Maintain accurate infrastructure documentation and support contacts, and ensure knowledge is shared across shifts and updated as requirements change.
Ensure NOC activities comply with security policies and operational requirements, including applicable SOC 2 and ISO requirements.
Maintain appropriate access controls and records, escalate security alerts to designated personnel, support audits, and coordinate corrective actions for control deficiencies.
Provide Level 1/Level 2 technical support and escalation for complex incidents.
Oversee troubleshooting of LAN, WAN, WLAN, VPN, internet connectivity, routing, switching, DNS, DHCP, TCP/IP, and related issues.
Monitor network availability, latency, packet loss, bandwidth utilization, device health, and network performance trends; identify capacity or availability risks.
Oversee monitoring of firewalls, routers, switches, load balancers, and wireless infrastructure.
Coordinate with network, systems, security, cloud, and application teams and support infrastructure changes, upgrades, and maintenance.