NOC Manager

Essential Duties and Responsibilities:

1. NOC Establishment and Tooling

• Configure monitoring scope, thresholds, correlation, dashboards and ITSM integration.
• Establish shift procedures, service-desk and NOC workflows, handovers, runbooks and escalation matrices to the ITSM process framework and escalation model set by operations management.
• Validate telemetry onboarding and monitoring completeness across service domains.
• Coordinate tooling dependencies with infrastructure and platform owners.
• Establish 24x7x365 monitoring, observability, event, fault, performance, AIOps, dashboard and ITSM integration capabilities using the approved operating model.
• Propose the NOC shift pattern and roster, and recruit and structure the NOC shift teams, including the integrated service-desk and NOC function, within the approved shift-model framework and staffing establishment.
• Implement monitoring, observability, ITSM integration, AIOps and dashboard tooling, including alert thresholds, correlation and suppression rules across primary, disaster-recovery and federated edge sites.

2. 24x7x365 Service Monitoring

• Lead day-to-day shift operations, including the integrated service-desk and NOC function, and maintain event-management discipline within the approved shift-model framework.
• Coordinate first-line response and escalation to accountable resolver teams.
• Maintain incident, event, alert and handover records.
• Escalate monitoring loss and service-impacting events within agreed thresholds and escalate major incidents through the approved duty-manager escalation roster.
• Operate centralised monitoring and produce service-availability evidence against approved SLA targets, with proactive detection and escalation against approved restoration objectives.
• Produce accurate and complete operational, availability and incident data supporting SLA measurement, and supply it to operations management for consolidation.

3. Performance and Continual Improvement

• Produce availability, incident, alert-quality and trend reports.
• Track noise, recurring faults and automation opportunities.
• Drive approved monitoring improvements to closure.
• Provide validated NOC data to operations management for consolidation into service-performance reporting and governance.
• Own alert-quality, automation, capacity-trending and runbook-improvement actions, escalating sustained utilisation or monitoring gaps against approved thresholds.
• Deliver AIOps integration and runbook automation to progressively reduce manual intervention across the operations and maintenance term.

4. NOC Takeover and Capability

• Transfer monitoring coverage, alert rules, dashboards, ITSM integration, service-desk workflows and shift runbooks.
• Onboard and train NOC shift staff and validate NOC and integrated service-desk competency through event, incident, handover and escalation scenarios against the approved competency framework.
• Confirm monitoring gaps, alert noise, resolver ownership and operational dependencies have approved treatment.
• Lead NOC Service transition and stabilization until monitoring, triage and escalation performance is stable and evidence based. 

Education, Skills and Experience Requirements:

• Bachelor's Degree in Information Technology, Network Engineering, Computer Engineering, Computer Science or a related discipline.
• ITIL and relevant network, monitoring or infrastructure certification is strongly preferred.
• Minimum 8 years in NOC, Network, infrastructure or cloud operations.
• At least 2 years leading a 24x7x365 shift-based monitoring function.
• Experience implementing monitoring, observability, event management and ITSM integration.
• Strong availability reporting, alert quality and escalation capability.
• Proven takeover of partner-supported tooling, runbooks, and operational knowledge.
• Maintain monitoring coverage, alert rules, shift handovers. Incident escalation, availability reports, runbooks and NOC competency records.