Job Summary:
Velocity is seeking to hire a NOC Manager responsible for the leadership, performance, and continuous improvement of the 24/7/365 Network Operations Center. This role oversees daily operations, service delivery, workforce management, and operational performance across all NOC teams.
Responsibilities:
• Manage the overall operations of the 24/7/365 Network Operations Center.
• Ensure appropriate staffing, scheduling, and shift coverage.
• Lead and develop NOC Supervisors, Tier 1 Analysts, Tier 2 Engineers, and Escalation personnel.
• Conduct performance reviews, coaching sessions, and employee development planning.
• Establish, monitor, and improve operational KPIs, SLAs, and service quality metrics.
• Develop and maintain SOPs, workflows, and best practices.
• Produce and present operational reports to executive leadership.
• Provide leadership and oversight during major incidents and customer-impacting events.
• Coordinate cross-functional response efforts.
• Ensure timely communication during service-impacting incidents.
• Identify operational inefficiencies and implement process improvements.
• Lead special projects and strategic initiatives.
Qualifications:
Required:
• Minimum 5 years of experience in NOC, IT Operations, or Technical Support.
• Minimum 3 years of leadership experience in a NOC, IT Operations, or related technical environment.
• Strong understanding of network operations, monitoring tools, and incident management processes.
• Experience developing and managing SLAs, SOPs, and operational metrics.
Preferred:
• Bachelor’s degree preferred or equivalent experience.
Company:
Founded in 2005, Velocity is a technology managed solutions provider for voice, data, wi-fi, POTS IN A BOX®, Free-to-Guest TV and the Global Expense Management (GEM) platform, among others, supported by a proprietary network backbone across 21 fully redundant fiber data centers for multi-location enterprises across multiple industries. Founded in 2005, the company is headquartered in Holland, USA, with a team of 501-1000 employees. The company is currently Late Stage.