Network Operations Center Manager Full Time NEW

Experience Range: 8 – 12+ Years (with at least 3+ years in a dedicated people-management or leadership role within a NOC environment for any ISP)

Location: India (Bangalore / Remote)

Position Type: Full-time, Permanent

Shift Pattern: Primarily General Shift with 24×7 accountability for critical network escalations and major outage management.

Role Summary

We are looking for an experienced, highly structured, and leadership-driven NOC Manager to oversee and govern our 24×7 Network Operations Center. In this role, you will be entirely responsible for the operational efficiency of our network infrastructure, ensuring maximum network uptime and strict adherence to client and business SLAs. You will lead, mentor, and scale a multi-tiered team of NOC engineers (L1/L2/L3), optimize operational workflows via automation, manage critical vendor relationships, and serve as the primary incident commander during major network crises.

Key Responsibilities1. Operations Governance & SLA Management

• Own the end-to-end performance of the 24×7 NOC, maintaining absolute accountability for critical metrics such as Mean Time to Acknowledge (MTTA), Mean Time to Resolve (MTTR), and overall network availability.
• Design, implement, and continuously refine ITIL-aligned processes for Incident Management, Problem Management, Change Governance, and Emergency Escalation.
• Generate and present comprehensive daily, weekly, and monthly network performance dashboards, uptime reports, and operational SLA adherence metrics for executive leadership.

2. Team Leadership, Mentorship & Talent Engineering

• Manage, coach, and build career development pathways for a multi-shift team of L1, L2, and L3 network operations engineers.
• Standardize shift schedules, handover protocols, and resource allocation to ensure seamless 24×7 operational coverage without engineer burnout.
• Identify skill gaps within the team and orchestrate structured technical training programs, certification drives, and performance evaluation frameworks.

3. Major Incident Management & Escalation Control

• Serve as the Incident Commander during high-severity (P0/P1) network outages, driving rapid coordination across internal engineering verticals, field operations, and upstream carriers.
• Own the technical communication pipeline during critical outages, ensuring clear, accurate, and timely updates are dispatched to internal executive stakeholders and enterprise clients.
• Conduct strict Post-Incident Reviews (PIR) and sign off on technical Root Cause Analysis (RCA) documents, tracking remediation actions to prevent recurring failures.

4. Vendor, Carrier & Tools Management

• Interface with external hardware vendors (e.g., Cisco, Juniper, Nokia), National/International Long Distance (NLD/ILD) carriers, and transit providers to enforce third-party SLA commitments.
• Govern the NOC’s monitoring stack ecosystem (e.g., SolarWinds, Zabbix, Prometheus, Splunk, ServiceNow), ensuring that alert thresholds are continually tuned to eliminate alert fatigue.
• Collaborate with Network Planning and Architecture teams to align NOC monitoring strategies with incoming technology adoptions (such as automation frameworks, SD-WAN fabrics, or cloud edges).

Technical Baseline & Professional RequirementsCore Managerial & Technical Competencies:

• NOC Leadership Experience: Proven track record of managing high-performing, multi-shift network operations teams within an ISP, Telecom Carrier, or Large-Scale Managed Service Provider (MSP).
• Network Infrastructure Domain Knowledge: Strong foundational comprehension of Service Provider network architectures, including Core Routing/Switching (BGP, OSPF), MPLS networks (L2/L3 VPNs), Traffic Engineering, and Transport/Access tech (DWDM, FTTH/GPON).
• Process Mastery: Deep practical knowledge of ITIL frameworks. An ITIL v3/v4 Foundation or Managing Professional certification is highly preferred.
• Data-Driven Operations: Strong analytical capability to look at raw ticketing data, spot operational trends, identify systemic network bottlenecks, and implement proactive optimization.

Preferred / Advantageous Skills:

• Experience steering a NOC team through a transition toward Network Automation or an “AI-First / Deterministic” NetOps operational model.
• Exposure to budget management (OpEx planning for NOC tooling, staffing, and support renewals).

Qualifications & Certifications

• Education: Bachelor’s degree in Engineering (ECE, CSE, IT) or a related technical management discipline.
• Certifications (Highly Valued):
• Management/Process: ITIL Certification, PMP (Project Management Professional).
• Technical (Past or Active): Cisco CCNP/CCIE, Juniper JNCIP/JNCIE, or equivalent service-provider track credentials that prove a strong technical background.

Behavioral Attributes

• Calm Under Fire: Exceptional emotional resilience and sharp decision-making capabilities during high-stakes, revenue-impacting network emergencies.
• Executive Presence: Highly articulate verbal and written communication style, capable of discussing granular technical anomalies with L3 engineers while delivering crisp, business-oriented status briefs to CXOs.
• People First: A collaborative leadership style focused on empathy, clear boundary setting, and fostering an engineering-driven, accountability-focused culture.

Company Description Ticvic Technologies, founded in 2014 by IT industry experts, provides advanced technology services to customers worldwide from hubs in India and the USA. The company specializes in AI solutions, software development, SDWAN, SASE, application development, and other cutting-edge technologies that address current needs and anticipate future trends. Ticvic partners with leading technology vendors such as Cisco, Versa, and Fortinet, and is recognized for strong technical expertise and a deep understanding of client requirements. The team works with small, medium, and large enterprises, applying best practices across the full product lifecycle to deliver high-quality, cost-effective solutions. A collaborative, innovation-driven culture supports long-term customer relationships and consistently high retention rates.

Role Description This is a full-time, on-site Network Operations Center (NOC) Manager role based in Chennai. The NOC Manager will oversee day-to-day network operations, including monitoring network performance, managing incident response, and coordinating timely resolution of network issues. This role will lead and mentor NOC engineers, assign priorities, and ensure adherence to SLAs, escalation procedures, and documentation standards. The manager will work closely with infrastructure, security, and application teams to maintain high availability and reliability of services, while identifying trends, risks, and opportunities for improvement. Responsibilities also include implementing operational best practices, contributing to capacity planning, supporting change management activities, and providing regular operational reports to leadership and stakeholders.

Qualifications

• Strong experience in Network Operations Center (NOC) management, including 24/7 operations oversight, incident management, and adherence to SLAs.
• Hands-on expertise in Network Administration and Computer Network Operations, including configuration, monitoring, performance tuning, and capacity planning.
• Proficiency in Troubleshooting and Technical Support for complex network environments, including root cause analysis and problem management.
• Proven ability to lead and develop NOC teams, with skills in task prioritization, coaching, and performance management.
• Familiarity with routing and switching, firewalls, SDWAN, SASE, and related network technologies; experience with vendors such as Cisco, Versa, or Fortinet is an advantage.
• Experience using network monitoring, ticketing, and log analysis tools, with strong documentation and reporting habits.
• Excellent communication, collaboration, and stakeholder management skills, with the ability to work effectively across technical and non-technical teams.
• Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related field (or equivalent practical experience).
• Relevant certifications (e.g., CCNA/CCNP, Network+, or equivalent) are preferred.