NOC Manager

The North America (NAM) Network Operations Centre (NOC) Manager is responsible for the operational leadership, strategic direction, performance, and transformation of Megaport's NOC in the NAM Region. This role will be responsible for ensuring the availability, reliability, performance, and operational excellence of Megaport's global network infrastructure and customer-facing services. The team is responsible for proactive network monitoring, incident management, network service assurance, network maintenance management and network incident escalation management, ensuring maximum uptime of the production network. You’ll play a key role in providing advanced technical expertise and leadership within the team. Building on the core responsibilities of a NOC Engineer, part of your focus will be on efficiently diagnosing and resolving network incidents and customer-escalated issues through tickets, delivering technical solutions. You’ll mentor the NAM team members, share best practices, and guide them in handling complex technical challenges. This role plays a vital part in maintaining the stability of Megaport’s production network, ensuring uptime and performance and resolving complex network incidents. Leveraging your deep technical knowledge, you’ll support escalated cases and collaborate with cross-functional teams to develop innovative solutions for complex scenarios. The NAM NOC Manager will act as the operational escalation point for major incidents and business-critical events, ensuring effective coordination across internal technical teams, suppliers, and leadership stakeholders.

Responsibilities

Lead, mentor, and develop the Network Operations Centre (NOC) Engineers; Serve as a point of escalation for NAM NOC Engineers; Contribute to internal knowledge management by maintaining and improving documentation; Support continuous learning and team development; Drive process improvements within the support function; Provide strategic leadership and direction for the Network Operations function; Build a high-performance culture focused on accountability, collaboration, customer experience, operational excellence, and continuous improvement; Conduct performance reviews, succession planning, workforce planning, and career development activities; Ensure staffing models, shift coverage, and operational capability evolve to support business growth; Ensure maximum uptime, availability, and performance of Megaport's global network infrastructure; Oversee proactive network monitoring, fault management, event management, and service assurance; Own the end-to-end incident management framework; Act as the NAM escalation point and incident manager for major incidents; Ensure effective coordination and communication between teams during incidents; Drive continuous improvement in incident response; Own the overall operational performance, reliability, availability, and service quality; Establish and drive network reliability strategy; Ensure operational teams proactively identify reliability risks; Partner with Network Engineering, Network Strategy, and Infrastructure teams; Drive operational readiness and supportability for network expansion; Establish operational governance frameworks for carriers, suppliers, data centre providers, and strategic vendors; Ensure supplier performance management frameworks, KPIs, SLAs, scorecards, and governance processes are implemented; Hold suppliers accountable for contractual obligations; Lead operational governance reviews with strategic suppliers; Drive supplier performance improvement initiatives; Maintain strong operational relationships with suppliers; Lead operational response to high-severity incidents; Ensure structured Root Cause Analysis (RCA) investigations are completed; Drive implementation of corrective and preventative actions; Reduce recurring incidents through effective problem management; Ensure lessons learned are embedded into operational processes; Serve as technical mentor and point of escalation for NAM NOC Engineers; Develop and maintain operational reporting frameworks; Produce operational, management, and executive-level performance reports; Analyse reliability trends, incident data, supplier performance, availability metrics; Provide actionable insights; Maintain dashboards and reporting solutions using Power BI and Jira

Requirements

Strong experience in network operations, incident management, service assurance, production network environments, and operational escalation; Experience working across complex network infrastructure and technologies; Proven ability to lead investigation and resolution of complex network incidents; Strong understanding of operational processes, monitoring, escalation management, and service performance; Experience with network management, monitoring, ticketing, and operational support tools; Ability to analyse operational data, identify trends and recurring issues, and drive improvements; Strategic leadership and operational excellence; Customer-first mindset; Continuous improvement orientation; Strong decision-making under pressure; Stakeholder influence and relationship management; Talent development and coaching; Innovation and problem-solving; Collaboration and cross-functional leadership; Excellent communication and stakeholder management; Ability to communicate clearly and confidently during major incidents; Strong ability to build effective relationships across NAM and global teams; Team-oriented mindset; Strong interpersonal skills; Proactive, organised, and highly analytical; Strong attention to detail; Self-motivated and able to thrive in a dynamic, fast-paced environment; Flexible in working hours to support critical operational activities

Benefits

Birthday Leave; Generous training allowance + 5 days paid study leave annually; Christmas & Vacation Bonus; A motivated team combining industry experts and emerging talent; Recognition programs including Legend and Kudos Awards; Health & wellness programs and mental well-being support; Annual 5% performance-based incentive bonus in addition to base salary; Clear opportunities for career progression