NOC Manager

Bandwidth • Raleigh, NC

8d

About The Position

The NOC Manager is an instrumental part of Bandwidth.com’s Network Operations Center (NOC), ensuring issues are driven to resolution and the team meets its KPIs. The role leads personnel in a complex troubleshooting environment and supervises a 24x7x365 NOC shift. It oversees daily operations, escalations, ticketing, communications, network repairs, and after-hours maintenance. The manager serves in the escalation path for network issues, participates in a rotating management on-call schedule, and contributes to infrastructure planning, product launches, network readiness, audits, and customer or executive updates. The role also focuses on developing team members, improving processes, documenting workflows, and ensuring operational quality and performance.

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, focused 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 the personnel monitoring, troubleshooting, and repairing service-impacting network issues.
• Manage, guide, and mentor a team of technicians while ensuring team obligations are met.
• Oversee day-to-day NOC operations, escalations, ticketing, and communications.
• Ensure issues affecting production infrastructure, systems, and applications are driven to resolution.
• Identify process and efficiency improvements within the team.
• Document new workflows and ensure internal team members receive training.
• Serve as an escalation point for internal and external network issues.
• Gather reporting on network SLAs and team KPIs and ensure metrics are met.
• Review team member tickets for quality, due diligence, and adherence to standard operating procedures.
• Oversee network repair and after-hours maintenance activity involving switches, transport, and trunks.
• Participate in a rotating management on-call schedule and respond to call-outs while on-call.
• Participate in strategic planning related to infrastructure, product launches, and network readiness.
• Represent the NOC in executive updates, audits, and customer reviews.
• Support special projects, organizational change initiatives, and process redesigns 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 all new hires.
• PTO embargo: employees are not interrupted by work during time off.
• Additional PTO can be earned through volunteer hours and Bandwidth challenges.
• Additional time off through the Mahalo moments program for significant life events.
• 90-minute workout lunches.
• Unlimited meetings with the company nutritionist.

What This Job Offers

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