Network Operations Center (NOC) Manager

We are seeking a hands-on Network Operations Center (NOC) Manager to lead and actively participate in daily support operations across 101VOICE and .

This is not a purely managerial role. The NOC Manager will work directly alongside the team handling escalations troubleshooting complex issues and engaging with customers via phone email and chat. Support tickets span telecom UCaaS networking security and managed IT services requiring both technical depth and operational leadership.

The ideal candidate thrives in fast-paced environments understands telecom and IT operations deeply and leads by example.

Key Responsibilities

Operational Leadership & Hands-On Support

• Actively participate in Level 2/Level 3 troubleshooting for UCaaS VoIP networking and managed IT services
• Handle complex customer escalations across voice data SD-WAN and infrastructure
• Support customers via phone calls email and chat especially during critical incidents
• Ensure timely ticket resolution while maintaining high service quality

NOC Team Management

• Lead mentor and support NOC engineers across both organizations
• Assign prioritize and track tickets to meet SLAs and uptime commitments
• Establish clear escalation paths and ensure issues are resolved efficiently
• Balance workload distribution while remaining technically engaged

Monitoring Incident & Escalation Management

• Oversee 24/7 monitoring systems and incident response processes
• Drive root cause analysis (RCA) and post-incident reviews
• Ensure proactive identification of recurring issues and long-term fixes
• Coordinate with internal engineering provisioning and leadership teams

Security Reliability & Compliance

• Ensure compliance with security best practices and operational standards
• Maintain high availability for mission-critical customer environments
• Support encryption access controls and compliance requirements relevant to telecom and IT services

Cross-Functional Collaboration

• Work closely with engineering provisioning sales and customer experience teams
• Provide operational feedback to improve platform reliability and service delivery
• Assist with onboarding service changes and infrastructure transitions

Qualifications :

• Strong experience in network monitoring troubleshooting and incident management
• Proven hands-on technical background in telecom UCaaS and/or managed IT environments
• Experience with Cisco Call Manager and familiarity with Mitel systems or other VoIP services
• Solid understanding of VoIP SIP networking firewalls and SD-WAN concepts
• Demonstrated ability to manage escalations and high-pressure incidents
• Strong leadership skills with the ability to work side-by-side with technical teams
• Excellent written and verbal communication skills
• Strong analytical and problem-solving abilities

Additional Information :

Preferred Qualifications

• Bachelors degree in Computer Science Information Technology or a related field (preferred but not required)
• Experience in UCaaS telecom carriers MSP/MSSP or systems integration
• Prior experience managing or leading a NOC or support operations team
• Familiarity with compliance requirements in education government or healthcare environments

Core Competencies:

• Exceptional organizational and multitasking skills.
• Excellent written and verbal communication skills with a customer-focused mindset.
• Ability to adapt quickly to changing priorities and thrive in a fast-paced environment.

Personal Attributes We Value

• Hands-on detail-oriented and technically curious
• Comfortable working independently in the field
• Professional presence when engaging with customers
• Strong sense of ownership and accountability
• Able to balance operational urgency with technical rigor

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time