NOC Operations Manager | 10-12 Yrs | Pune

NOC Operations Manager

Key Responsibilities:

• Lead and manage end-to-end NOC operations and a 24x7 multi-shift support team.
  
• Ensure seamless monitoring, alert handling, incident resolution, and escalation procedures.
  
• Drive operational excellence with proactive fault detection and resolution strategies.
  
• Define and track internal/external SLAs and key performance indicators (KPIs).
  
• Coordinate with cross-functional teams including Engineering, Field Support, and TAC.
  
• Manage escalations and lead the resolution of complex customer-reported issues.
  
• Conduct thorough Root Cause Analysis (RCA) and ensure timely closures.
  
• Plan and manage shift rosters, staffing requirements, and team performance evaluations.
  
• Prepare and present daily/weekly operations reports, SLA summaries, and RCA documents to leadership.
  
• Own and continuously improve NOC processes, SOPs, and escalation frameworks.
  

Required Skills & Qualifications:

• Minimum 10 years of experience in NOC/network operations; 3+ years in a leadership/managerial role.
  
• Strong knowledge of network technologies: Routing, Switching, MPLS, SD-WAN, VPNs, Firewalls.
  
• Expertise in network monitoring tools: Zabbix, SolarWinds, PRTG, Nagios, LibreNMS, etc.
  
• Practical experience in managing incident and service request tickets using tools like ServiceNow, Freshservice, etc.
  
• Deep understanding of Desk SLAs (response & resolution timelines) and Link SLAs (uptime, latency, downtime tracking).
  
• Ability to handle escalations and deliver prompt customer communications.
  
• Strong analytical and troubleshooting skills under pressure.
  
• Excellent people management, team building, and leadership skills.
  

Preferred/Good to Have:

• ITIL Foundation Certification

  (strongly preferred).
• Experience working with

  ISPs, OEMs, or Managed Network Services

  environments.
• Involvement in defining or refining NOC SOPs, escalation matrices, and tool/process implementations.
  

Reporting & Continuous Improvement:

• Prepare and analyze SLA trend reports, RCA documents, and recurring issue logs.
  
• Identify service gaps and propose enhancements for process and tool optimization.
  
• Ensure clear documentation and handovers during shift transitions.
  

What We Offer:

• Leadership opportunity in a growing tech-driven organization.
  
• Exposure to enterprise-grade networking technologies and infrastructure.
  
• Transparent and performance-driven work culture.