NOC Manager
EdgeUno
full-time
Posted on:
Location Type: Hybrid
Location: Uberlândia • 🇧🇷 Brazil
Visit company websiteJob Level
SeniorLead
Tech Stack
Swift
About the role
- Lead, motivate, and develop the NOC team, ensuring engagement, growth, and high performance.
- Manage daily network monitoring operations, ensuring swift detection and resolution of issues to minimize client impact.
- Act as Tier-2/Tier-3 escalation point for critical issues and ensure satisfactory resolution.
- Develop and implement customer support strategies that enhance satisfaction and loyalty.
- Collaborate with internal teams (engineering, IT, product) to ensure seamless and innovative service delivery.
- Create and maintain Standard Operating Procedures (SOPs) for consistency and quality.
- Define and monitor KPIs to measure operations effectiveness and drive continuous improvement.
- Analyze performance metrics and incident reports to identify trends and proactively address problem areas.
- Ensure compliance of support operations with internal security policies and telecommunications industry regulations.
- Conduct regular team training on customer support, new technologies, and industry best practices.
Requirements
- Bachelor’s degree in Telecommunications, Computer Science, IT, Engineering, or related field
- MBA or a postgraduate degree is a plus
- 8+ years of professional experience, with at least 5+ years in network operations and customer support within telecom/ISP environments
- 7+ years of leadership/management experience in a 24x7x365 operations environment
- Strong knowledge of network infrastructure and telecommunications technologies (Juniper, Cisco, Arista preferred)
- Proven ability to manage operations, people, and customer-facing responsibilities effectively
- Familiarity with network monitoring tools and CRM systems is highly desirable
- Excellent leadership and conflict resolution skills
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication skills in English (B2+ minimum)
- Spanish is a strong plus
- Ability to work under pressure and manage multiple priorities in a fast-paced, high-visibility environment.
Benefits
- Competitive compensation package
- Training and development opportunities
- Collaborative environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
network operationscustomer supportnetwork infrastructuretelecommunications technologiesKPI monitoringincident analysisproblem-solving
Soft skills
leadershipconflict resolutionanalytical skillscommunication skillsteam developmentcustomer satisfactionpressure management
Certifications
Bachelor’s degreeMBA or postgraduate degree