What are the responsibilities and job description for the NOC Technical Manager (Onsite in Holland, OH) position at Velocitymsc?
General Summary
Velocity is seeking an experienced NOC Technical Manager to provide technical leadership and operational oversight for Velocity’s 24/7/365 Network Operations Center (NOC). The NOC Technical Manager is responsible for ensuring the effective monitoring, management, troubleshooting, and escalation of network and infrastructure events while maintaining high standards for service availability, performance, and customer satisfaction.
This role serves as a key technical leader within the NOC, partnering with NOC Leadership, NOC Engineering Staff, Network Engineering, Service Delivery, and other technical teams to ensure timely resolution of incidents and continuous improvement of NOC operations. The NOC Technical Manager will also provide technical guidance, develop operational standards, analyze performance metrics, and lead initiatives designed to improve network reliability, incident response, and overall service delivery.
Primary Duties and Responsibilities
Technical & Operational Leadership
- Provide technical leadership and oversight for the 24/7/365 Network Operations Center.
- Oversee the monitoring, identification, troubleshooting, and escalation of network, infrastructure, and service-impacting events.
- Lead and develop Tier 2 NOC Engineers, NOC Supervisors, and Escalation personnel.
- Serve as a technical escalation point for complex incidents and operational issues.
- Ensure NOC personnel follow established technical procedures, troubleshooting methodologies, and escalation paths.
- Partner with Network Engineering and other technical teams to resolve complex network and infrastructure issues.
- Support staffing, scheduling, and shift coverage to ensure continuous NOC operations.
Network Monitoring & Incident Management
- Oversee network and systems monitoring to identify outages, performance issues, alarms, and potential service disruptions.
- Ensure incidents are properly prioritized, documented, escalated, and resolved within established service level requirements.
- Provide technical leadership during major incidents, network outages, and customer-impacting events.
- Coordinate cross-functional technical response efforts during critical incidents.
- Ensure timely and accurate communication regarding service-impacting events.
- Conduct and/or oversee post-incident reviews and identify opportunities to prevent recurring issues.
- Monitor incident trends and identify recurring technical problems requiring corrective action.
Service Delivery & Performance Management
- Establish, monitor, and improve technical KPIs, SLAs, and service quality metrics.
- Analyze NOC performance data to identify trends, risks, and opportunities for improvement.
- Develop and maintain technical SOPs, troubleshooting guides, workflows, escalation procedures, and knowledge-base documentation.
- Ensure operational processes align with customer commitments and internal service standards.
- Prepare and present NOC performance reports, technical trends, incident summaries, and recommendations to leadership.
- Monitor team performance and provide coaching and development to improve technical capabilities and service delivery.
Technical Process Improvement
- Identify opportunities to improve network monitoring, incident response, troubleshooting, escalation, and service delivery processes.
- Evaluate and recommend improvements to NOC tools, technologies, workflows, and procedures.
- Support automation initiatives designed to improve monitoring, alerting, reporting, and operational efficiency.
- Lead technical projects and special initiatives that improve network reliability and NOC performance.
- Collaborate with technical leadership to develop and implement scalable NOC processes and standards.
- Maintain awareness of emerging technologies, monitoring practices, and industry standards relevant to Network Operations.
Team Development & Leadership
- Establish clear performance expectations and technical standards for NOC personnel.
- Conduct regular coaching, performance reviews, and employee development discussions.
- Identify technical skills gaps and develop training opportunities for NOC team members.
- Promote knowledge sharing and collaboration across NOC shifts and technical teams.
- Foster a culture of accountability, continuous learning, customer focus, and operational excellence.
- Ensure appropriate onboarding and ongoing technical training for NOC employees.
Qualifications, Education and Experience
- Bachelor’s degree in Information Technology, Computer Science, Networking, or a related field preferred; equivalent technical experience will be considered.
- Minimum 5 years of experience in Network Operations, NOC, IT Operations, Network Engineering, or a related technical environment.
- Minimum 3 years of technical leadership or management experience within a NOC, Network Operations, IT Operations, or related technical environment.
- Strong understanding of network operations, monitoring, alerting, troubleshooting, and incident management.
- Experience working with network monitoring and management tools.
- Strong understanding of TCP/IP, DNS, DHCP, routing, switching, and general network infrastructure.
- Experience managing technical escalations and customer-impacting incidents.
- Experience developing and managing SLAs, SOPs, escalation procedures, and operational metrics.
- Demonstrated ability to analyze technical issues, identify root causes, and drive corrective actions.
- Strong understanding of IT service management and incident management principles.
- Experience leading technical teams in a 24/7/365 operational environment preferred.
- Strong communication, analytical, problem-solving, and organizational skills.
- Ability to effectively communicate technical information to both technical and non-technical audiences.
- Ability to prioritize multiple incidents, projects, and operational priorities in a fast-paced environment.
- Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position.
Preferred Qualifications
- ITIL certification or experience working within an ITIL-based environment.
- CCNA, CCNP, Network , or other relevant networking certification.
- Experience with NOC monitoring, ticketing, alerting, and network management platforms.
- Experience with telecommunications, managed services, MSP, or enterprise network environments.
- Experience with automation, scripting, or monitoring optimization.
- Experience conducting root cause analysis (RCA) and post-incident reviews.
- Experience supporting high-availability, customer-facing network environments.
Why you'll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.