NOC Manager

Bandwidth • Raleigh, NC

7d

About The Position

The NOC Manager is an instrumental member of Bandwidth.com’s Network Operations Center, responsible for ensuring the NOC drives issues to resolution and meets its KPIs. The role leads a team in a complex troubleshooting environment and oversees a 24x7x365 NOC shift and its personnel, who monitor, troubleshoot, and repair service-impacting network issues. The manager also participates in a rotating management on-call schedule and may receive call-outs at any time, 24 hours a day, seven days a week.

The position oversees daily operations, escalations, ticketing, communications, network repairs, and after-hours maintenance involving switches, transport, and trunks. It drives resolution of issues affecting production infrastructure, systems, and applications; develops team members; improves processes; and ensures workflows are documented and training is provided. The manager monitors SLA and KPI results, reviews ticket quality and adherence to procedures, and contributes to strategic planning, executive updates, audits, customer reviews, special projects, organizational change, and process redesign.

Bandwidth describes its culture through its “Whole Person Promise,” emphasizing meaningful work alongside a full life. The company offers paid medical, vision, and dental coverage for employees and their families, PTO and additional time-off programs, and workout lunches and nutritionist access.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience.
• At least 6 years of experience in network or service operations.
• At least 3 years in a leadership or management role.
• Demonstrated success managing multi-shift or multi-site operational teams in a 24x7 environment.
• Strong understanding of ITIL or equivalent service management frameworks.
• Deep familiarity with incident, change, and problem management processes.
• Working knowledge of network monitoring, infrastructure operations, and service delivery models.
• Proven ability to lead and develop high-performing teams and managers.
• Excellent analytical, communication, and decision-making skills.
• Strong organizational and planning abilities, with a focus on metrics and performance outcomes.
• Ability to manage complex, cross-functional initiatives with minimal oversight.

Nice To Haves

• Bachelor’s degree in Business Administration, Information Systems, or a related field.
• Experience leading NOC modernization or automation initiatives.
• Background in telecommunications, SaaS, or large-scale network service environments.
• Familiarity with observability platforms, cloud networking, and DevOps practices.
• Advanced understanding of workforce optimization and capacity planning methodologies.
• Strategic thinking and change management skills.
• Ability to influence without authority across diverse technical and business teams.
• Competence in data storytelling and executive-level reporting.

Responsibilities

• Supervise a 24x7x365 NOC shift and personnel monitoring, troubleshooting, and repairing service-impacting network issues.
• Manage, guide, and mentor a team of technicians while ensuring team obligations are met.
• Oversee daily NOC operations, escalations, ticketing, and communications.
• Drive issues affecting production infrastructure, systems, and applications to resolution.
• Identify opportunities to improve team processes and efficiency.
• Document new workflows and ensure internal team members receive training.
• Serve as an escalation point for internal and external network issues.
• Gather SLA and KPI reporting and ensure the metrics are met.
• Review team tickets for quality, due diligence, and compliance with standard operating procedures.
• Oversee network repairs and after-hours maintenance involving switches, transport, and trunks.
• Participate in a rotating management on-call schedule and respond to call-outs as required.
• Participate in strategic planning for infrastructure, product launches, and network readiness.
• Represent the NOC in executive updates, audits, and customer reviews.
• Support special projects, organizational change initiatives, and process redesign as needed.

Benefits

• 100% company-paid medical, vision, and dental coverage for employees and their families, with low deductibles and low out-of-pocket expenses.
• Four weeks of PTO for new hires.
• PTO embargo: employees are not to be interrupted while taking time off.
• Additional PTO may be earned through volunteer hours and company challenges.
• Mahalo moments program providing additional time off for significant life events.
• 90-minute workout lunches and access to the company nutritionist.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager