NOC Manager

Job Title: NOC Manager

Location: Tygervalley Cape Town

Employment Type: Permanent Full-time

Work Arrangement: On-site

Work Hours: 24/7 Rotational Shifts (2-2-4 Shift Rotation)

Salary: R30000 R40000 CTC per month

Job Overview:

Our client is seeking a NOC Manager to lead mentor and manage a team of Control Room

Operators (Tier 1) within their 24/7 support center. As the NOC Manager you will oversee the day-

to-day operations of the Network Operations Center (NOC) ensuring efficient monitoring

troubleshooting and incident management. Your leadership will be pivotal in driving performance

maintaining high service standards and providing strategic oversight on all technical and operational

processes within the NOC team.

You will be responsible for coordinating the activities of the Control Room Operators implementing

best practices for incident response and ensuring that all team members are adequately trained to

manage incidents escalate issues and maintain uptime.

This is an excellent opportunity for an experienced professional who thrives in a fast-paced dynamic

environment and has a proven track record in team leadership operational efficiency and technical

expertise.

There is a lot of room for growth in the organisation as well.

Key Responsibilities:

1. Team Management & Leadership:

o Lead manage and mentor a team of Tier 1 Control Room Operators in a 24/7

environment.

o Foster a high-performance culture ensuring team members maintain operational

efficiency and a strong customer service mindset.

o Conduct regular performance reviews and provide constructive feedback.

o Manage shift rotations and ensure adequate staffing at all times.

o Develop and implement training programs to enhance the teams technical

knowledge and customer service skills.

2. Incident & Problem Management:

o Oversee incident management ensuring that critical issues are logged tracked and

escalated as necessary.

o Coordinate between internal teams vendors and customers to resolve complex

technical issues promptly.

o Ensure adherence to Standard Operating Procedures (SOPs) for incident

management escalation and resolution.

o Maintain real-time awareness of network and system status responding to and

mitigating issues proactively.

3. Operational Monitoring & Reporting:

o Monitor NOC activities and metrics to ensure that key performance indicators (KPIs)

and service level agreements (SLAs) are consistently met.

o Provide regular reports on team performance incident resolution and uptime

statistics to senior management.

o Analyze and report on trends in system performance and incidents making

recommendations for improvements to prevent recurring issues.

4. Process Improvement:

o Identify opportunities for process improvements to streamline operations and reduce

downtime.

o Work with IT and operations teams to implement proactive monitoring and

troubleshooting practices.

o Ensure the NOC team follows all compliance requirements related to security data

protection and operational best practices.

5. Stakeholder Collaboration:

o Act as the primary point of contact between the NOC and other internal teams such

as IT Network and Operations.

o Provide technical guidance and support to teams dealing with escalated issues or

operational concerns.

o Ensure effective communication and collaboration between cross-functional teams

especially during high-impact incidents.

6. Tools & Systems Management:

o Oversee the use and maintenance of monitoring tools (e.g. Zabbix PRTG

SolarWinds) used by the NOC team.

o Stay updated with the latest monitoring technologies and ensure tools are properly

configured to detect report and respond to incidents.

7. Training & Development:

o Continuously assess the skill set of the NOC team and recommend/implement

necessary training and development programs.

o Develop and maintain a comprehensive knowledge base for troubleshooting and

incident resolution.

Experience & Qualifications:

Required:

Minimum of 3-5 years of experience in a Network Operations Center (NOC) Control Room or

IT Support role with at least 2 years in a supervisory or management capacity.

Strong understanding of network monitoring tools (Zabbix PRTG SolarWinds) and incident

management systems.

Proven experience in managing 24/7 support teams preferably within an IT or network

operations environment.

Excellent understanding of IT infrastructure network protocols (LAN/WAN) firewalls and

security systems.

Strong problem-solving abilities with a focus on quick decision-making and issue resolution

in high-pressure situations.

Ability to work on rotational shifts including nights weekends and holidays as required.

Preferred:

Bachelors degree in Computer Science Information Technology or a related field is

advantageous.

Certifications such as CompTIA Network ITIL Cisco CCNA or equivalent.

Experience in cybersecurity and understanding of best practices for secure network

operations.

Strong background in incident management frameworks (ITIL COBIT).

Skills & Attributes:

Leadership & People Management: Strong ability to lead teams inspire productivity and

manage diverse personalities in a high-stress environment.

Communication: Exceptional written and verbal communication skills with the ability to

effectively communicate with internal teams vendors and customers.

Analytical & Critical Thinking: Excellent at troubleshooting complex systems and identifying

root causes of recurring issues.

Customer-Focused: A customer-centric mindset with an emphasis on service excellence and

operational continuity.

Adaptability: Comfortable with change and able to adapt processes and strategies in a fast-

moving environment.