Job Description

We are seeking a hands-on Network Operations Center (NOC) Manager to lead and actively participate in daily support operations across 101VOICE and ITMC.net.

This is not a purely managerial role. The NOC Manager will work directly alongside the team , handling escalations, troubleshooting complex issues, and engaging with customers via phone, email, and chat. Support tickets span telecom, UCaaS, networking, security, and managed IT services , requiring both technical depth and operational leadership.

The ideal candidate thrives in fast-paced environments, understands telecom and IT operations deeply, and leads by example.

Key Responsibilities

Operational Leadership & Hands-On Support

• Actively participate in Level 2/Level 3 troubleshooting for UCaaS, VoIP, networking, and managed IT services
• Handle complex customer escalations across voice, data, SD-WAN, and infrastructure
• Support customers via phone calls, email, and chat , especially during critical incidents
• Ensure timely ticket resolution while maintaining high service quality

NOC Team Management

• Lead, mentor, and support NOC engineers across both organizations
• Assign, prioritize, and track tickets to meet SLAs and uptime commitments
• Establish clear escalation paths and ensure issues are resolved efficiently
• Balance workload distribution while remaining technically engaged

Monitoring, Incident & Escalation Management

• Oversee 24/7 monitoring systems and incident response processes
• Drive root cause analysis (RCA) and post-incident reviews
• Ensure proactive identification of recurring issues and long-term fixes
• Coordinate with internal engineering, provisioning, and leadership teams

Security, Reliability & Compliance

• Ensure compliance with security best practices and operational standards
• Maintain high availability for mission-critical customer environments
• Support encryption, access controls, and compliance requirements relevant to telecom and IT services

Cross-Functional Collaboration

• Work closely with engineering, provisioning, sales, and customer experience teams
• Provide operational feedback to improve platform reliability and service delivery
• Assist with onboarding, service changes, and infrastructure transitions

Qualifications

• Strong experience in network monitoring, troubleshooting, and incident management
• Proven hands-on technical background in telecom, UCaaS, and/or managed IT environments
• Experience with Cisco Call Manager and familiarity with Mitel systems or other VoIP services
• Solid understanding of VoIP, SIP, networking, firewalls, and SD-WAN concepts
• Demonstrated ability to manage escalations and high-pressure incidents
• Strong leadership skills with the ability to work side-by-side with technical teams
• Excellent written and verbal communication skills
• Strong analytical and problem-solving abilities

Additional Information

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred but not required)
• Experience in UCaaS, telecom carriers, MSP/MSSP, or systems integration
• Prior experience managing or leading a NOC or support operations team
• Familiarity with compliance requirements in education, government, or healthcare environments

Core Competencies:

• Exceptional organizational and multitasking skills.
• Excellent written and verbal communication skills, with a customer-focused mindset.
• Ability to adapt quickly to changing priorities and thrive in a fast-paced environment.

Personal Attributes We Value

• Hands-on, detail-oriented, and technically curious
• Comfortable working independently in the field
• Professional presence when engaging with customers
• Strong sense of ownership and accountability
• Able to balance operational urgency with technical rigor

All your information will be kept confidential according to EEO guidelines.