NOC Manager

Network Operations Center Manager

About Our Company

Harcept provides a wide variety of IT services to small & mid-sized business, although the company itself is a young operation. 

Our primary focus has always been to offer the same centralized support capabilities that every large corporation has at a fraction of the cost to our customers. Ultimately, we pride ourselves on the ability to provide a long term and proactive relationship with our customers. Essentially, we help perpetuate the growth of these smaller companies by helping them escape the large overhead costs of an in-house IT department.

Job Overview

We are looking for an experienced and proactive NOC Manager to lead the operations and support of our network infrastructure. The NOC Manager will oversee day-to-day monitoring, maintenance, and performance of our enterprise network, ensuring high availability, reliability, and compliance with best practices and security standards. The ideal candidate will have deep technical expertise, strong leadership skills, and a background in Managed Service Provider (MSP) environments. This role involves building and scaling a Network Operations Center in India to support US-based clients.

Duties and Responsibilities

• Team Building and Leadership: Recruit, onboard, and train a new NOC team from scratch for an SMB MSP, ensuring a strong balance of technical and customer service skills. Develop and manage 24/7 team schedules aligned with US business hours and client needs. Foster a high-performance culture focused on proactive monitoring, rapid incident response, and continuous improvement.

• Technical Operations: Ensure 24/7 monitoring and management of network infrastructure supporting Cisco Catalyst, Meraki, Fortinet, and Extreme switches. Troubleshoot and resolve network system and application issues with escalation as needed. Implement and maintain automation tools to streamline monitoring, incident management and reporting and oversee patch management, backups and disaster recovery for client networks.

• Customer & Stakeholder Relations: Serve as the primary liaison between the NOC and US-based customers, ensuring clear and timely communication to maintain high customer satisfaction. Coordinate closely with US teams and clients to understand and meet their specific requirements and SLAs. Produce and share regular reports detailing network performance, incident response and ongoing service improvements.

• Process Improvement and Documentation: Develop and refine NOC workflows, escalation procedures and incident management protocols while ensuring comprehensive documentation of incidents, resolutions and network changes to support compliance and continuous improvement. Identify and implement process and efficiency enhancements through automation and standardization to optimize operations.

• Performance Management and Growth: Set and monitor operational goals and KPIs to ensure the team consistently meets or exceeds SLAs, evaluate and enhance team skills to stay aligned with evolving technologies and customer demands, and scale the NOC team and operations in line with the MSP’s growing client base and expanding service offerings.  

Technical skillset – Great Plus

• Deep expertise in configuring, monitoring, and troubleshooting Cisco Catalyst, Meraki, Fortinet (e.g., FortiGate), and Extreme switches.

• Strong understanding of routing, switching, SD-WAN, VPNs, firewalls, and network-  attached storage (NAS) systems.

• Proficient in networking protocols such as IPSEC, HSRP, BGP, OSPF, 802.11, and QoS, with a solid grasp of the OSI/TCP-IP model.

• Experienced with Microsoft server environments, Windows workstations, Line of Business (LoB) applications, and Microsoft Office 365 integration.

• Skilled in network monitoring, diagnostic, and analytics tools, utilizing dashboards and automation for incident detection, reporting, and performance analysis.

• Ability to generate actionable reports, conduct trend analysis, and perform root cause analysis (RCA).

• Strong knowledge of network security best practices including firewalls, VPNs, endpoint protection, and compliance with HIPAA and financial regulations.

• Expertise in incident, problem, and change management, along with backup, disaster recovery, and business continuity planning to ensure service reliability and resilience.

Qualifications and Skills

• Minimum 5 years, proven experience in leadership building and managing teams within a Managed Service Provider environment, ideally in an SMB MSP setting.

• Experience in project management, including setting up new operations, process improvement, and managing infrastructure projects.

• Ability to build and scale teams from scratch, including recruiting, onboarding, and ongoing team management

• Excellent verbal and written English communication skills for effective interaction with US clients and internal teams.

• Ability to design and deliver comprehensive onboarding and ongoing training programs for NOC staff.

• Ability to work in a high-pressure fast-paced environment

Education and Experience Requirements

• Bachelor’s degree in Computer Science, Network Engineering, Information Technology, or a related field

• 5+ years of experience in network operations, with at least 2+ years in a managerial  role.