Job Description
NOC Manager
Location: Newbury
Reports to: Head of Operations
Overview
We are seeking an experienced and proactive NOC Manager to lead the day to day operations of our Network Operations Centre. You will be responsible for overseeing the NOC team, ensuring service excellence, and maintaining efficient workflows that meet customer SLAs. The NOC Manager is also accountable for departmental administration, operational quality, and cross functional support.
The Role
As the NOC Manager, you will manage a team of NOC and support engineers, ensuring smooth daily operations and timely resolution of customer issues. You'll oversee performance, processes, and system accuracy while supporting other business areas with technical expertise when required. This role combines hands on technical oversight with strong leadership and process management.
Key Responsibilities of the NOC Manager:
Team Leadership & Development
- Line management of all NOC and support engineers
- Conduct regular performance reviews and set development/training goals
- Manage onboarding, induction and initial training of new team members
- Ensure staff have the tools, training and support required to meet SLA targets
Service Delivery & Operations
- Track and manage support tickets, ensuring responses and resolutions meet SLA
- Maintain up to date monitoring and ticketing systems
- Ensure prestaging tasks are completed on time and to quality standards
- Provide accurate information to engineering teams for site visits related to support tickets
Process & Quality Management
- Implement and monitor operational processes in collaboration with the Head of Operations
- Produce and maintain configuration guides for frequently used equipment
- Collaborate with other departments to ensure documentation accuracy
- Stay up to date with industry standards, guidelines and technological developments
Administration & Reporting
- Track and authorise employee expenses and overtime
- Monitor staff attendance and sick leave
- Provide technical assistance to other departments when required
The successful NOC Manager will ideally have the below skills and experience:
- Experience in a NOC management or senior technical support role
- Solid understanding of network operations and SLA based service delivery
- Proven ability to lead, support and develop a technical team
- Excellent organisational and communication skills
- Strong process discipline and documentation skills
If you are interested in this NOC Manager role please click "apply" or contact Stu at Orion Reading today, thank you.
Due to the volume of applications we receive, unfortunately we are not able to respond to every application personally, therefore, if you have not heard back from us within 5 working days please assume your application has been unsuccessful. Thank you
