NOC Manager

As a NOC Manager, you will be an instrumental part of Bandwidth.com's Network Operations Center (NOC). The ideal candidate will ensure that the NOC drives issues to resolution, and the team meets all of its KPIs. This is a role that requires individuals to lead a team to successfully meet its objectives, all while working in a complex troubleshooting environment.

Responsibilities

Supervise a 24x7x365 NOC shift and personnel that monitors, troubleshoots and repairs service-impacting network issues; Manage a team of technicians, providing guidance and mentorship, while ensuring that team obligations are met; Oversee day-to-day NOC operations, escalations, ticketing and communications; Ensure that issues impacting company production infrastructure, systems, and applications are being driven to resolution; Identify areas for process and efficiency improvement within the team; Create documentation around new workflows, and ensure that training is provided for internal team members; Serve as part of the escalation path for internal and external network issues; Gather reporting on network Service Level Agreements (SLA's) and team Key Performance Indicators (KPI's), and ensure that these metrics are being met; Review team member tickets for quality, ensuring that due diligence is being performed, and that standard operating procedures are being followed; Oversee network repair and after-hours maintenance activity (switch, transport and trunks); Participate in a rotating management on-call schedule; Participate in strategic planning sessions related to infrastructure, product launches, and network readiness; Represent the NOC in executive updates, audits, or customer reviews; Support special projects, organizational change initiatives, or process redesigns as needed

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience; 6+ years of experience in network or service operations, with at least 3 years in a leadership or management role; Demonstrated success managing multi-shift or multi-site operational teams in a 24x7 environment; Strong understanding of ITIL or equivalent service management frameworks; Deep familiarity with incident, change, and problem management processes; Working knowledge of network monitoring, infrastructure operations, and service delivery models; Proven ability to lead and develop high-performing teams and managers; Excellent analytical, communication, and decision-making skills; Strong organizational and planning abilities, with a focus on metrics and performance outcomes; Capable of managing complex, cross-functional initiatives with minimal oversight

Nice to have

Bachelor's degree in Business Administration, Information Systems, or related field; Experience leading NOC modernization or automation initiatives; Background in telecommunications, SaaS, or large-scale network service environments; Familiarity with observability platforms, cloud networking, and DevOps practices; Advanced understanding of workforce optimization and capacity planning methodologies; Strategic thinking and change management; Skilled in influencing without authority across diverse technical and business teams; Competence in data storytelling and executive-level reporting

Benefits

100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses; All new hires receive four weeks of PTO; PTO Embargo (employees are not interrupted by work during time off); Additional PTO can be earned through volunteer hours and Bandwidth challenges; 'Mahalo moments' program grants additional time off for major life events; 90-Minute Workout Lunches; Unlimited meetings with an in-house nutritionist