Network Operations Center Manager

• Develop and implement NOC strategies and initiatives aligned with the overall business strategy.
• Coordinate the duty shift table for the NOC operations and carefully allocate staff members (NOC technicians and NOC engineers) on different shift duties to ensure the whole NOC shift works in an efficient and effective manner.
• Participate in staff members selection, training, performance assessment, work assignments and recognition/disciplinary actions.
• Ensure the continuous event monitoring and the execution of all the daily operational activities aimed at assuring the correct operation of traffic, events, network hardware and software.
• Manage first level support in compliance with agreed SLAs.
• Ensure timely treatment of service requests, incidents, problems and change requests logged into the ticket management system, guaranteeing that all cases are diagnosed, categorized, escalated and, where applicable, resolved by the NOC. Communication and teamwork with the other business processes is essential for this purpose.
• Ensure all incidents are addressed and resolved efficiently and effectively and have corresponding RCAs and POAs logged in problem management.
• Perform regular checks on network hardware and software.
• Diagnosis and troubleshooting network errors and guide team members with troubleshooting technical issues.
• Propose, implement and continuously measure the NOC KPIs.
• Propose and actively participate in initiatives to improve NOC's operation.
• Develop and implement technical training plans to support core operations and future technologies implemented by the organization.

• Studies in Computer Science, Telecommunications, IT or other relevant fields.
• 5+ years of leadership experience in IT or NOC areas.
• Leadership, communication and teamwork skills.
• Proactive mindset, problem-solving attitude and self-taught profile.
• Capacity for analysis and research.
• Autonomy to execute assigned tasks and achieve continuous improvement.
• Thorough knowledge of Linux operating systems and operating them at the console level (bash).

• Handle test and diagnostic tools, process documentation, and failure analysis.
• Monitor software tools (Nagios, Pandora, Graphana).
• Use of project management tools (JIRA, Mantis).

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