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