Network Operations

• Directly manage a distributed team of NOC Engineer I and II personnel, including training, shift oversight, and performance feedback
• Maintain 24/7 shift rotations, ensuring complete around-the-clock coverage, including coordinating PTO and shift-switch coverage
• Partner with the Scheduling Supervisor to coordinate real-time ticket distribution, SLA adherence, and workload balancing
• Conduct regular ticket quality reviews to ensure that engineers are documenting, communicating, and resolving issues according to standard operating procedures
• Identify tickets at risk of SLA breaches, unresolved escalation chains, or missed critical details—and intervene as needed
• Provide coaching and corrective feedback on ticket hygiene, client communication, and technical troubleshooting
• Respond to escalations for high-priority or complex incidents outside of regular shift coverage as part of a management On-Call Rotation
• Create and deliver weekly reports to leadership on NOC performance, shift trends, and SLA compliance
• Collaborate with cross-functional teams to resolve complex issues and ensure a seamless customer journey
• Participate in the recruitment and selection of NOC Engineers, ensuring that only the most qualified and motivated individuals are hired

Network Operations Center Manager

Senior Manager, Network Operations

Network Operations Manager

NOC Engineer

Junior Network Operations Engineer

Program Manager – Network Operations