NOC Manager (Networks Operations Center Manager)

NOC Manager (Networks Operations Center Manager) - NOC • Working location : Kota Damansara • Job type : Permanent • Salary : Max RM12,000 • Benefits : 5-day week, Life Insurance, performance bonus, Overseas Company Trip, etc • Industry : IT Hardware & Software Job Overview: We are seeking an experienced NOC Manager to lead and optimize our 24/7 Network Operations Center (NOC) team within a Managed Service Provider (MSP) model. The ideal candidate will be responsible for ensuring network uptime, managing incident response, improving operational efficiency, and leading the team to deliver high quality support to multiple clients. Key Responsibilities: 1. NOC Operations & Incident Management • Oversee 24/7 NOC operations ensuring network infrastructure and client systems are proactively monitored and maintained. • Establish and refine incident management and escalation processes to meet SLAs and minimize downtime. • Ensure ticketing systems are properly utilized for efficient workflow and documentation. • Drive root cause analysis (RCA) and post-incident reviews for recurring issues. 2. Team Leadership & Development • Manage and mentor a team NOC engineers across multiple shifts. • Conduct regular training and skill development sessions on network troubleshooting, monitoring tools, and best practices. • Implement KPIs (e.g., MTTR, SLA adherence, ticket resolution rate) to measure and improve team performance. • Foster a collaborative, high-performance culture with clear career progression paths. 3. Monitoring, Tools & Automation • Oversee network and infrastructure monitoring using NMS • Identify and implement automation tools to reduce manual effort and enhance proactive issue detection. • Ensure effective log management, alerting, and reporting mechanisms to track performance and security incidents. 4. Process Optimization & Compliance • Continuously refine SOPs, workflows, and escalation policies for improved efficiency. • Ensure adherence to ITIL best practices and enforce change management protocols. • Maintain compliance with industry standards and MSP-specific security frameworks. 5. Client & Vendor Coordination • Serve as an escalation point for critical client issues, ensuring timely resolution. • Work closely with vendors, ISPs, and technology partners to resolve infrastructure related problems. • Regularly report network performance, incidents, and improvements to senior • leadership and clients. Job Requirements: Education & Experience • Bachelor’s degree in Computer Science, Information Technology, or a related field. • 7+ years of IT infrastructure/NOC experience, with at least 3 years in a managerial role. • Prior experience in a Managed Service Provider (MSP) environment is highly preferred. Technical Skills • Strong knowledge of networking protocols (TCP/IP, BGP, OSPF, MPLS, VPNs, DNS, DHCP). • Hands-on experience with firewalls (Palo Alto, Fortinet, Cisco ASA), routers, and switches (Cisco, Juniper, Aruba). • Expertise in network monitoring tools (PRTG, SolarWinds, Zabbix, Nagios, or LogicMonitor). • Familiarity with cloud networking (AWS, Azure, Google Cloud) and virtualization technologies (VMware, Hyper-V). • Experience with RMM tools (ConnectWise, NinjaRMM, Datto, or Kaseya) for proactive maintenance. • Understanding of ITIL framework, incident management, and SLA enforcement. Soft Skills • Strong leadership and people management skills to guide a team of 20 engineers. • Excellent problem-solving and decision-making abilities under pressure. • Strong communication and client-facing skills for handling escalations. • Ability to balance multiple priorities in a fast-paced MSP environment. If you are interested to consider this job opportunity, please send us your CV to [email protected] or WhatsApp 011-5434 1797