Network Operations Center (NOC) Manager
About The Position
We are seeking a hands-on Network Operations Center (NOC) Manager to lead and actively participate in daily support operations across 101VOICE and ITMC.net. This is not a purely managerial role. The NOC Manager will work directly alongside the team, handling escalations, troubleshooting complex issues, and engaging with customers via phone, email, and chat. Support tickets span telecom, UCaaS, networking, security, and managed IT services, requiring both technical depth and operational leadership. The ideal candidate thrives in fast-paced environments, understands telecom and IT operations deeply, and leads by example.
Requirements
- Strong experience in network monitoring, troubleshooting, and incident management
- Proven hands-on technical background in telecom, UCaaS, and/or managed IT environments
- Experience with Cisco Call Manager and familiarity with Mitel systems or other VoIP services
- Solid understanding of VoIP, SIP, networking, firewalls, and SD-WAN concepts
- Demonstrated ability to manage escalations and high-pressure incidents
- Strong leadership skills with the ability to work side-by-side with technical teams
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Exceptional organizational and multitasking skills.
- Excellent written and verbal communication skills, with a customer-focused mindset.
- Ability to adapt quickly to changing priorities and thrive in a fast-paced environment.
- Hands-on, detail-oriented, and technically curious
- Comfortable working independently in the field
- Professional presence when engaging with customers
- Strong sense of ownership and accountability
- Able to balance operational urgency with technical rigor
Nice To Haves
- Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred but not required)
- Experience in UCaaS, telecom carriers, MSP/MSSP, or systems integration
- Prior experience managing or leading a NOC or support operations team
- Familiarity with compliance requirements in education, government, or healthcare environments
Responsibilities
- Actively participate in Level 2/Level 3 troubleshooting for UCaaS, VoIP, networking, and managed IT services
- Handle complex customer escalations across voice, data, SD-WAN, and infrastructure
- Support customers via phone calls, email, and chat, especially during critical incidents
- Ensure timely ticket resolution while maintaining high service quality
- Lead, mentor, and support NOC engineers across both organizations
- Assign, prioritize, and track tickets to meet SLAs and uptime commitments
- Establish clear escalation paths and ensure issues are resolved efficiently
- Balance workload distribution while remaining technically engaged
- Oversee 24/7 monitoring systems and incident response processes
- Drive root cause analysis (RCA) and post-incident reviews
- Ensure proactive identification of recurring issues and long-term fixes
- Coordinate with internal engineering, provisioning, and leadership teams
- Ensure compliance with security best practices and operational standards
- Maintain high availability for mission-critical customer environments
- Support encryption, access controls, and compliance requirements relevant to telecom and IT services
- Work closely with engineering, provisioning, sales, and customer experience teams
- Provide operational feedback to improve platform reliability and service delivery
- Assist with onboarding, service changes, and infrastructure transitions
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
