Lafayette
Job DescriptionDescription: Position Sumary: The NOC Manager is responsible for the day-to-day leadership, performance, and continuous improvement of Global Data Systems’ Network Operations Center. This role ensures 24×7 monitoring, incident response, escalation management, and service reliability for managed services customers while enforcing standardized processes, operational discipline, and SLA accountability. The NOC Manager serves as the primary operational owner for NOC outcomes, balancing people leadership, technical oversight, customer impact, and cross-team coordination with Service Desk, Security, Cloud, and Professional Services teams. Key Responsibilities Operational Leadership • Own daily NOC operations across all shifts (day, night, weekends), ensuring consistent coverage, handoffs, and workload balancing., • Enforce adherence to NOC SOPs, escalation timelines, and on-call procedures., • Act as the escalation point for P1/P2 incidents, major outages, and customer-impacting events., • Lead response for high-severity incidents, coordinating with carriers, vendors, customers, and internal engineering teams., • Ensure root cause analysis (RCA) is completed for major incidents and corrective actions are tracked to completion., • Manage, coach, and develop NOC engineers across tiers and shifts (including night shift staff)., • Set clear expectations around performance, accountability, and professional growth., • Partner with leadership on hiring, onboarding, scheduling, and succession planning., • Identify operational gaps and drive improvements in monitoring, alerting, ticket workflows, and shift processes., • Standardize repeatable work to reduce noise, improve first-touch resolution, and protect senior engineering capacity., • Track and report on key NOC performance metrics (e.g., ticket aging, SLA compliance, incident volume, escalation trends)., • Provide clear operational insights and recommendations to leadership., • Work closely with Service Desk, Security Operations, Cloud, and Professional Services teams to ensure seamless customer experience., • Coordinate with carrier and vendor partners during outages, dispatches, and maintenance windows., • 5+ years of experience in a Network Operations Center, Managed Services, or similar 24×7 operations environment., • 2+ years of people management or team-lead experience in an IT operations role., • Strong working knowledge of:, • Network monitoring and alerting tools, • Incident and escalation management, • Ticketing systems and ITSM workflows, • Networking fundamentals (circuits, firewalls, VPNs, ISPs, connectivity), • Proven ability to manage high-pressure incidents and make sound operational decisions., • Experience in a managed services provider (MSP) environment., • Familiarity with security operations and firewall/VPN troubleshooting., • Experience building or refining SOPs, escalation models, and shift-based workflows., • ITIL or relevant technical certifications (preferred, not required).