NOC Manager

Socket Telecom LLC•Columbia, MO

1d•Onsite

About The Position

Socket Fiber is one of the fastest growing fiber internet providers in Missouri, Illinois, Arkansas and Tennessee and is dedicated to building and expanding high-speed fiber optic networks that connect communities. Socket Fiber is a company with more than 25 years of experience. We are committed to innovation, quality, and delivering exceptional service to our customers. Join our dynamic team and help shape the future of connectivity! A Day in the Life In the role of NOC Manager, you will spend your time supporting the network and the network team. While overseeing the Network Operations Center to ensure stability, performance, and availability you will also lead a team of dedicated and talented engineers to drive continuous improvement in network monitoring and service delivery.

Requirements

A degree in Telecommunication, IT, Computer Science, or related field preferred
Experience working in Telecommunications
Experience in a leadership role
Strong understanding of telecom networks
This role requires the ability to work in a 24/7 operations environment
Extended periods of sitting at a workstation while monitoring multiple screens.
Candidates must have sufficient visual acuity to analyze network data and alerts
Ability to be on call

Nice To Haves

Strong incident management and troubleshooting expertise
Experience in a 24/7 operations environment
Excellent leadership, communication, and decision-making skills
Ability to work under pressure in high-impact outage situations

Responsibilities

Incident and Crisis Management: When a major outage hits, the NOC manager is the escalation point. They don't just fix the problem; they coordinate the engineering teams, manage the "bridge" (the emergency call), and ensure the team is actively troubleshooting to drive down the Mean Time to Resolution (MTTR).
Team Leadership & Scheduling: Because networks operate 24/7/365, managing a NOC requires complex shift scheduling. The manager handles staffing, performance reviews, training, and making sure the tier-1 and tier-2 technicians don't burn out.
SLA and Metric Tracking: A NOC manager continuously tracks Key Performance Indicators (KPIs) like ticket volume, first-contact resolution rates, and Service Level Agreement (SLA) compliance to prove the network's health to executive leadership.
Process and Playbook Engineering: A good NOC runs on documentation. The manager ensures that Standard Operating Procedures (SOPs) and incident response playbooks are up to date so that when an alert fires at 3:00 AM, the technician on duty knows exactly what to do without guessing.
Tooling and Automation Oversight: They oversee the monitoring stack (like SolarWinds). The manager works to fine-tune alert thresholds to eliminate "alert fatigue"—ensuring the team only gets woken up by real issues, not background noise.
Cross-Functional Communication: They act as the buffer between the technical team and the rest of the company. During an incident, they translate complex technical issues into clear updates for executive management, customer success teams, and sometimes directly to high-value clients.