NOC Manager

Position Summary:-

The NOC Manager is responsible for establishing, building, and leading WitsLab's Network Operations Center from the ground up. This is a critical leadership role that requires both technical expertise and strong people management skills. The ideal candidate will have experience setting up NOC operations and will be instrumental in defining processes, hiring the team, and ensuring SLA compliance for Kelly Telecom's clients.

Key Responsibilities:-

1. NOC Setup & Strategy: Lead the establishment of the NOC facility, including infrastructure, tools deployment, and process framework
2. Team Building: Recruit, train, and manage a team of 10-20+ NOC engineers across all tiers
3. Process Development: Design and implement ITIL-aligned SOPs for incident, problem, and change management
4. SLA Management: Ensure all client SLAs are met; conduct regular performance reviews and reporting
5. Client Relations: Act as primary escalation point for major incidents; participate in client reviews
6. Shift Management: Oversee 24x7 operations, manage shift rotations, and ensure adequate coverage
7. Tool Administration: Oversee monitoring tools (Zabbix, GLPI, Grafana) configuration and optimization
8. Continuous Improvement: Identify automation opportunities, reduce MTTR, and improve first-call resolution
9. Reporting: Produce weekly/monthly operational reports for management and clients
10. Budget Management: Manage NOC operational budget, tool licenses, and training expenses

Required Qualifications:-

Education:

• B.Tech/B.E. in Computer Science, Electronics, Telecommunications, or related field
• MBA or M.Tech preferred but not mandatory

Experience:

• 8-12 years of overall IT/Network experience
• 5+ years in NOC/Network Operations environment
• 3+ years in a leadership/management role
• Experience setting up or scaling NOC operations (highly preferred)
• Experience working with US/International clients

Technical Skills:-

• Deep expertise in enterprise networking (routing, switching, firewalls, load balancers)
• Experience with monitoring tools: Zabbix, Nagios, SolarWinds, PRTG, or similar
• ITSM platforms: ServiceNow, GLPI, Jira Service Management, or similar
• Scripting: Python, Bash, or PowerShell for automation
• Cloud platforms: AWS, Azure, or GCP basics
• Telecom knowledge: 4G/5G, fiber, wireless technologies (preferred)

Soft Skills:-

• Excellent verbal and written communication in English
• Strong leadership and team-building abilities
• Ability to work in high-pressure situations
• Client-facing experience with US/International stakeholders
• Analytical mindset with focus on metrics and continuous improvement