Senior Network Operations Center (NOC) Manager

About Prime System Solutions Prime is a leading provider of IT services, specializing in delivering top talent, service delivery and innovative solutions to its global clientage. About the Job The Senior Network Operations Center (NOC) Manager is responsible for managing and leading their team in providing a consistent level of quality and service to support client systems.

The ideal candidate will deliver effective leadership, strategy, follow-up, and direction that aligns with overall company goals. This role requires a proactive, self-driven leader who can continually train and educate employees on people, process, and technology standards while ensuring client satisfaction and operational excellence. Market Competitive Salary OPD IPD Leadership and Team Management Provide overall leadership for the teams under your reporting structure.

Maintain accountability for reporting Managers overseeing each team. Set and manage performance goals for the overall team. Proactively manage capacity and ensure the staff requisition process is followed in a timely manner. Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance. Perform employee reviews, manage headcount, hiring, and overall HR management for your team.

Build a culture of continuous improvement via feedback, coaching, and staff development. Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance. Client and Escalation Management Act as an escalation point for critical client issues; communicate and manage communication with customers as needed. Communicate with all parties in a constructive manner to guarantee customer expectations are met.

Provide timely responses and guidance to client requests, either directly or via your team. Advocate for the customer in day-to-day operations. Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident reviews. Build relationships with clients and team members and serve as a trusted point of contact.

Operations and Performance Management Responsible for the scheduling, time, and utilization management of team members, ensuring every hour is a profitable hour and that workflows and procedures are being followed. Review and manage ticket backlog to ensure services are being correctly scheduled, prioritized, and moving through the system as desired. Proactive issue trending and data reporting for the improvement of key metrics.

Manage team performance and tools to meet or exceed SLOs. Liaise with internal and external resources to provide detailed analysis of operations and opportunities for improvement to meet SLAs and internal efficiencies. Working with leadership to identify opportunities for process improvement and leveraging data to prioritize the identified opportunities; integrating and interpreting data from diverse sources to drive decision-making.

Self-Management and Professional Conduct Possesses a high level of self-motivation and initiative, consistently taking ownership of tasks and projects. Demonstrate a strong sense of autonomy and resourcefulness, capable of making independent decisions and solving problems without relying heavily on coaching or direction.

Exhibit excellent time management and organizational skills, effectively prioritizing tasks and allocating resources to meet deadlines and achieve objectives without extensive oversight. Display a proactive and self-directed approach to learning and staying updated on industry trends, seeking out relevant information and resources to enhance knowledge and skills.

Show the ability to adapt and thrive in ambiguous or uncertain situations, quickly assessing and navigating challenges. Possess strong critical thinking and decision-making abilities, evaluating complex situations and determining the best course of action while considering the broader organizational goals and objectives. Demonstrate effective communication skills, both written and verbal, articulating ideas and expectations clearly and concisely. Additional

Responsibilities Collaborate across all departments to maximize overall customer satisfaction. Maintain accurate and up-to-date documentation through the change management processes. Ensure quality administrative results from your team - including real-time time entry, timely submission of timesheets and expenses, frequent and business-appropriate customer communications, and overall presentability.

Be a leader within the company: attend staff events, participate in meetings, encourage positive morale, and hold all employees accountable. Set the example for customer service. Maintain an in-depth knowledge of the products and services offered. Maintain accurate and up-to-date process and departmental documentation. Attend training and team meetings as required. Perform additional duties as required.

Qualifications and Skills 8+ years of relevant technical experience required. 8+ years of relevant management or leadership experience required. At least 5 years of relevant IT experience fully supporting customer environments.

At least 5 years of experience managing and working with the following technologies: Windows Server, Cloud environments including Microsoft 365, Active Directory, GPOs, Routing and Switching, Firewalls, VPNs, Virus and Security, LAN/WAN Technologies, and Virtualization Technologies. Experience in supporting infrastructure environments. Experience in IT service delivery and managing customer expectations. Demonstrable experience in incident, problem, and change management.

Excellent ability to present information to senior management in a clear and concise way. Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally. Experience in business analysis and a good understanding of financial concepts.

Excellent client service skills, with the ability to create and cultivate trust relationships with clients and co-workers, and remain calm in stressful circumstances. KPI goals consistently met in current role. Job Timing: 08:00 AM - 05:00 PM (EST) #J-18808-Ljbffr. 348000.