Job Description
Job Description
Job Summary:
The NOC Manager is responsible for the overall performance, reliability, and operational integrity of i3 Broadband’s network infrastructure, including access, transport, and service delivery platforms. This role provides leadership and oversight of the Network Operations Center (NOC), ensuring 24/7 monitoring, incident response, and operational excellence across all network environments.
The NOC Manager leads a team of NOC Engineers, driving continuous improvement in network performance, incident management, automation, and customer experience. This role serves as the primary operational leader for real-time network performance, escalation management, and cross-functional coordination with Engineering, Field Operations, and external vendors.
Key Responsibilities:
NOC Operations & Leadership
- Lead, manage, and develop a team of NOC Engineers and Technicians across a 24/7 operational environment
- Establish and enforce operational standards, processes, and performance expectations
- Oversee shift scheduling, staffing models, and resource planning to ensure continuous coverage
- Foster a culture of accountability, urgency, continuous improvement, and operational excellence
Network Monitoring & Operational Excellence
- Ensure effective monitoring of complex network environments, including fiber access (GPON/XGS-PON), IP/MPLS transport, voice, and video services
- Oversee the optimization and effectiveness of network monitoring and alerting platforms
- Ensure network performance meets or exceeds established SLAs and KPIs
- Identifytrends, risks, and opportunities to improve network stability and performance
Incident Management & Escalation
- Own the end-to-end incident management process, including major incident response and escalation procedures
- Act as the primary escalation point for critical outages and service degradation events
- Ensuretimelycommunication, coordination, and resolution of incidents across internal and external stakeholders
- Drive root cause analysis (RCA) processes and ensure implementation of corrective and preventative actions
Technical Oversight & Support
- Providetechnical guidance and oversight for complex troubleshooting across Layer 1–3 network issues
- Support Tier 2/3 escalation activities and ensure proper issue resolution and documentation
- Partner with Network Engineering on complex issues, network upgrades, and new service implementations
Process Improvement & Automation
- Develop, implement, and continuously improve SOPs, MOPs, and operational workflows
- Identifyopportunities for automation and efficiency improvements within NOC operations
- Drive standardization of tools, processes, and best practices
Reporting & Performance Management
- Develop andmaintainreporting on network performance, incident trends, SLA compliance, and team metrics
- Analyze operational data to drive improvements in performance, reliability, and customer experience
- Provide regular updates to senior leadership on network health and operational performance
Cross-Functional Collaboration
- Collaborate with Engineering, Field Operations, IT, and vendors to support network reliability and service delivery
- Ensure alignment between NOC operations and broader organizational goals and initiatives
Qualifications:
Education and Experience:
- Bachelor’s degree in Engineering, Telecommunications, Computer Science, or related field preferred
- 7–10+ years of experience in Network Operations, NOC, or Network Engineering environments
- 2–5+ years of leadership or supervisory experience preferred
- Experience in ISP, telecom, or broadband environments strongly preferred
- CCNA/CCNP, JNCIA/JNCIP, Nokia NRS I/II, or equivalent certifications preferred
Skills and Competencies:
Leadership & Management
- Strong leadership, coaching, and team development skills
- Ability to manage teams in a fast-paced, 24/7 operational environment
- Strong decision-making and problem-solving capabilities under pressure
Technical Expertise
- Strong understanding of:
- OSI model and protocol stack
- TCP/IP, VLANs, and routing protocols (OSPF, BGP preferred)
- Layer 2/Layer 3 switching and routing
- Experience with:
- Fiber access technologies (GPON, XGS-PON preferred)
- VoIP, SIP, and IP video platforms
- Network monitoring and telemetry tools
Operations & Incident Management
- Deep experience with incident management, escalation processes, and RCA methodologies
- Proficiencywith network troubleshooting tools (e.g., Wireshark, diagnostics tools)
- Experience with ticketing and incident management systems
Automation & Continuous Improvement
- Familiarity with scripting (Python, Bash) and network automation tools (Ansible, APIs)
- Strong process improvement mindset with a focus on efficiency and scalability
Communication & Collaboration
- Excellent verbal and written communication skills
- Ability to effectively communicate during high-pressure incidents and with executive stakeholders
Working Conditions:
- This position is based in anin-office Network Operations Center (NOC)environment and requires regular, on-site attendance
- Requires the ability tosit and work at a computer workstation for extended periods(up to 8–12 hours per day)
- Responsible for oversight of a24/7 operational environment, including support for day, evening, overnight, weekend, and holiday coverage
- Must be able torespond to and lead high-pressure incident situationsin real time
- Participation inon-call rotationsand availability for critical escalations as needed
- Occasional requirement towork extended hoursduring major outages or critical events
- Work is performed in aclimate-controlled office settingwith standard office and technical equipment
- Regular collaboration withremote teams, field technicians, vendors, and leadership
Equal Opportunity:
i3 Broadband is an equal-opportunity workplace that respects the diversity of our customer base and our team. We will treat customers, employees, and applicants fairly without regard for gender, race, age, or any other characteristics protected by law. Our employment decisions are made on the basis of qualifications, merit, and business needs.