Sr. NOC Manager

Sr. NOC Manager needed for a Direct Hire position onsite in Denver, CO!

Our client is looking for a Sr. NOC Manager to perform the following duties.

Leadership & Strategy

• Lead, mentor, and manage NOC teams operating in a 24/7/365 environment in Denver and Magor facilities.
• Establish clear objectives, KPIs, and performance metrics across global teams.
• Foster a culture of accountability, ownership, continuous learning, and operational excellence.
• Work closely with the Quality and Training function in the development of the NOC Team's technical and operational skills and capabilities to ensure there is a deep pool of talent to support the growth of the business.
• Act as the primary point of contact for internal and external stakeholders during major incidents.
• Represent the NOC function in customer executive reviews, audits, and strategic planning.
• Ownership of defining and executing NOC strategy working closely with members of the Operations Team including Service Management, IT/Systems and Quality and Training.

Incident & Problem Management

• Oversee all major incidents, ensuring timely escalation, resolution, and communication.
• Drive root cause analysis (RCA) and implementation of preventative actions for recurring issues.
• Manage the on-call rotation and escalation processes globally.
• Ensure effective incident response and resolution, minimizing service disruptions and impact to customers.
• Participate in change management processes to ensure that changes to the network and services are properly planned, tested, and implemented

Network Monitoring & Operations

• Ensure proactive monitoring, alerting, and response systems are optimised and standardised, working closely with the IT/systems Teams to continually improve efficiency and accuracy.
• Maintain high availability of customer critical network services and infrastructure.
• Coordinate with engineering and infrastructure teams to support upgrades, maintenance, and new deployments.

Service Delivery & SLA Compliance

• Ensure adherence to SLAs and operational KPIs across all geographies.
• Report on operational performance to senior leadership on a regular basis.
• Work closely with the Service Management Team in developing, producing and refining regular service reporting for customers.
• Collaborate with teams to identify and implement service improvements, ensuring alignment with business objectives.

Process & Tooling

• Define and refine global NOC processes, playbooks, and SOPs.
• Drive automation initiatives and tooling improvements to reduce manual effort and MTTR.
• Ensure consistent adoption of ITIL-based practices across all locations.
• Work closely with the IT/systems Teams in the development of systems to make the NOC more efficient and providing a better service.

About You

• 8 years of experience in NOC leadership roles
• Strong technical background in telecoms, network infrastructure, or digital services
• Strategic and commercial thinking
• Excellent communication, negotiation, and stakeholder management skills.
• Leadership and people development
• Cross-functional collaboration
• Organised, methodical, and process-focused
• High attention to detail with a results-driven mindset
• Strong understanding of critical network infrastructure, optical, subsea, fiber, CLS and OSP
• ITIL Foundation certification (or equivalent) and proficiency in ITIL incident, problem and changes management processes
• Familiarity with other ITIL practices, including service request management, event management, and continual service improvement
• Excellent problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Experience with IT service management tools and platforms
• Knowledge of network protocols and architectures
• Familiarity with industry standards and best practices for network operations and maintenance
• Experience with network monitoring tools
• Familiar with ticketing systems
• Basic knowledge of routers, switches, and firewalls