Network Operations Manager

Job Summary:

• The NOC Manager is responsible for leading ipNX’s Network Operations Center team in ensuring the availability, performance, and reliability of all core, access, and customer network services. This role requires deep technical expertise, strong leadership, and an unwavering focus on uptime, service quality, and customer experience. The NOC Manager drives proactive monitoring, timely fault resolution, network automation, and cross-functional coordination across ipNX’s nationwide infrastructure.

Key Responsibilities:

Network Operations & Monitoring:

• Oversee 24/7 service monitoring for all our customers across the networks ( Core, Access, Backbone, etc) 
• Ensure proactive detection, escalation, and resolution of network faults to minimize downtime.  
• Maintain real-time visibility of network performance through monitoring tools (e.g., Cacti, PRTG, Zabbix, and Solarwinds).  
• Manage and continuously update network topology, link performance, and system health dashboards.  
• Establish Standard Operating Procedures (SOPs) for incident handling and routine network checks.  
• Work in Collaboration with Manager, Technical Service Delivery to ensure our customers are delighted at all times. 

Incident, Problem & Change Management 

• Enforce ITIL-based incident, problem, and change management processes.  
• Classify and prioritize incidents based on impact and urgency to ensure SLA adherence.  
• Conduct post-incident reviews and Root Cause Analysis (RCA) for major outages.  
• Coordinate planned network maintenance, upgrades, and configuration changes with relevant teams.  
• Track Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) metrics, ensuring continuous improvement. 

Leadership & Team Management

• Manage and mentor L1/L2/L3 NOC Engineers, Shift Leads, and Graduate Interns to maintain a high-performance culture.  
• Develop shift rosters to guarantee 24/7 NOC coverage, including weekends and public holidays.  
• Conduct regular team training sessions, certification programs, and performance evaluations.  
• Promote collaboration and accountability among teams to drive operational excellence.
• Stakeholder Coordination 
• Serve as the central escalation point for all major network incidents.
• Interface with Service Fulfillment Engineers, Wired & Wireless Infrastructure Teams, Service Delivery team, Customer Care, and all other Business Division Support teams.  
• Coordinate with vendors, OEMs, and third-party providers for escalation and issue resolution.  
• Provide clear and timely communication to management and key stakeholders during incidents or outages. 

Network Performance & Reporting 

• Track key network KPIs such as uptime, availability, latency, and packet loss. 
• Prepare daily, weekly, and monthly performance and incident reports for management. 
• Identify recurring issues and recommend preventive or optimization measures.  
• Support capacity planning and network expansion decisions with accurate operational insights.

Tools, Automation & Continuous Improvement 

• Drive the deployment, upgrade, and optimization of monitoring, ticketing, and alerting tools. 
• Champion automation initiatives to reduce manual interventions and improve response times. 
• Periodically review NOC processes for alignment with industry best practices and ipNX’s Quality Management System (QMS). 
• Support ISO, NCC, and other regulatory audits related to network operations .

Requirement/Qualifications:

• Bachelor’s degree with 2.1 in Electrical/Electronic Engineering, Computer Science, Telecommunications, or related discipline.  
• Master’s degree in Technology Management or Business Administration is an advantage.  
• Cisco Certified Network Professional (CCNP) or equivalent (Juniper, Huawei, MikroTIK).  ITIL Foundation (v3 or v4).  PMP or PRINCE2 certification (added advantage). 
• Minimum of 7 years of progressive experience in a Network Operations or Service Provider environment.  At least 3 years in a leadership or supervisory role managing a 24/7 NOC team.  
• Proven experience managing IP/MPLS, Transmission, and Access Network infrastructure.  
• Strong exposure to monitoring tools, fault management systems, and escalation frameworks.