• Manage and lead a team of NOC technicians, ensuring efficient 24/7 operations. • Manage priority incidents while overseeing technicians and reporting results to customers and management. • Provide reports on key performance indicators (KPIs) for the department and ensure expectations are met. • Ensure all automated alerts and related cases are addressed according to service level agreement (SLA). • Mentor and train team members, fostering professional development and enhancing their technical knowledge. • Hold team members accountable for achieving established KPIs and take proactive measures to address any performance deficiencies. • Oversee the complete employee life cycle within the NOC, including hiring, setting performance goals, conducting reviews, providing feedback, implementing improvement plans, and taking appropriate disciplinary action according to established procedures and company policies. • Build and maintain a robust operational structure that supports 24/7 operations adhering to established SOPs. • Ensure departmental growth and scaling to meet evolving needs. • Continuously improve overall department performance through collaborative efforts with the Director to refine SOPs and formulate strategic initiatives. • Performs other related duties as assigned.

• Monitor the health of the entire network and support Service Assurance Repair in a 24x7x365 environment. • Responsible for the creation and coordination of an Outage Parent ticket in case of an Outage situation. • Engage in carrier and tech dispatches, working with vendors, and Operations Engineering. • Respond to incoming support requests from internal and external departments as needed. • Interact with various carriers, creating tickets over phone/email/ebonding and escalating accordingly until resolution.

• Responsible for the ongoing management of Network Operations including the processing of NOC and Networking incidents through our service now queue • Manage the daily management of the incident queues • Manage NOC Analyst and Network Engineer schedules (as applicable) • Develop processes to service customers with managed service tools • Handle all client service delivery issues • Ensure that agreed SLA (service level agreements)/OLA (operation level agreement) and Change Management standards are being held • Provide customers with Network management and monitoring, designs, validations, documentation of their Infrastructure environment as well as maintenance and updates for their multivendor infrastructures • Development of analyst and engineer skills through career ladder • Execution of weekly meetings and individual development meetings • Quarterly and annual performance reviews on reporting analysts • Work with other operational managers for ownership of Managed Services tools and directing staff on continual improvement and updates • Ensure technician adherence to company and IT policies and procedures • Execute proper methodologies to improve the change management process, reduce unscheduled downtime, and improve customers’ satisfaction • Analysis of existing customer network and cybersecurity landscape and providing recommendations to customers • Assessment, implementation, and support of projects regarding networking and Cybersecurity • Responsible for the internal documentation platform and the redesign to improve operations of internal staff.

• Supervise and coordinate the activities of the NOC team to ensure the availability, reliability, and efficiency of our network infrastructure. • Monitor network performance and identify potential issues, proactively implementing solutions to prevent service disruptions. • Develop, implement, and maintain standard operating procedures and best practices for the NOC team. • Collaborate with cross-functional teams, including IT, Engineering, and Security, to resolve complex network issues and optimize network performance. • Ensure compliance with industry regulations and security standards for data protection and network integrity. • Keep up-to-date with emerging technologies and trends in network management and provide recommendations for continuous improvement. • Manage remote team members effectively, fostering a culture of collaboration and ensuring team members receive the necessary support and resources.