Manager, NOC

Position Overview

The Manager, Network Operations Center (NOC) leads a 24/7 operations team responsible for delivering infrastructure monitoring, incident management, and operational support across client environments, including on-premises, cloud, and hybrid infrastructures. This role is accountable for the quality, reliability, and scalability of NOC services and acts as a senior escalation point for complex infrastructure and cloud incidents.

The Manager, NOC combines deep technical expertise, strong people leadership, and client-facing excellence to ensure contracted services are delivered to the highest standards while driving continuous improvement and service innovation.

• Lead 24/7 NOC operations, including infrastructure and cloud monitoring, incident management, patch management, backup verification, vulnerability remediation, change execution, and reporting.
• Ensure service delivery aligns with client contracts, SLAs, and ITIL-based best practices.
• Act as the escalation point for complex infrastructure and cloud incidents, including major outages and crisis situations.
• Support SOC teams during cybersecurity incidents and service restoration.
• Ensure compliance with security standards, disaster recovery requirements, and audit obligations.
• Build and maintain strong relationships with client stakeholders through transparency and consistent delivery.
• Partner with Sales and Pre-Sales teams to scope NOC services and provide accurate cost estimates.
• Collaborate with Customer Success to align service delivery with client business outcomes.
• Serve as the operational authority on client environments, working closely with SOC and Engineering teams.
• Deliver Service Reviews, Quarterly Business Reviews (QBRs), and Annual Reports.
• Develop and maintain SOPs, technical documentation, KPIs, training materials, and operational playbooks.
• Identify recurring issues and drive process improvements to enhance reliability, efficiency, and scalability.
• Evolve NOC services through expanded monitoring, automation, improved dashboards, and reporting.
• Collaborate with internal teams to design and launch new NOC service offerings, particularly for cloud and hybrid environments.
• Lead, coach, and develop NOC Engineers across operational and professional services work.
• Set clear expectations, manage performance, and address underperformance through structured coaching.
• Identify high performers and develop future leaders.
• Foster a culture of accountability, collaboration, and continuous professional growth.
• Track and report SLA compliance, uptime, MTTR, response times, and customer satisfaction.
• Translate performance data into actionable insights for clients and internal leadership.
• Ensure consistent delivery of an exceptional customer experience.

• Required
• 5+ years of experience in IT Operations, with 3+ years in leadership managing NOC or 24/7 operations teams.
• Strong technical expertise in enterprise infrastructure, including servers, networking, storage, firewalls, and virtualization.
• Proven experience supporting cloud platforms (Microsoft Azure, AWS) and hybrid environments.
• Hands‑on experience with monitoring tools (Site
  24x7, Solar Winds, Zabbix, Nagios, Microsoft Sentinel, Crowd Strike) and ITSM platforms (Service Now, Jira, or similar).
• Strong understanding of ITIL frameworks and SLA‑driven service delivery.
• Excellent leadership, communication, and client‑facing skills.
• Proven ability to collaborate cross‑functionally with Sales, Pre‑Sales, SOC, Engineering, and Customer Success teams.
• Preferred
• ITIL v4 Foundation (or higher).
• Cloud certifications (Azure Administrator, AWS Sys, or equivalent).
• Experience in an MSP or MSSP environment.
• Background in cybersecurity operations or compliance.
• Additional Requirements
• Ability to lead confidently during high‑pressure incidents and client outages.
• Strong strategic and operational problem‑solving skills.
• Capacity to anticipate and mitigate risks across infrastructure, cloud, and hybrid environments.
• Ability to balance competing priorities while maintaining SLA performance and customer trust.
• Commitment to continuous improvement, service innovation, and operational excellence.
• Willingness to support a 24/7 operational environment, including after‑hours escalation when required.

$140,000-$145,000

• Flexible work hours
• Robust company‑paid benefits
• Generous time‑off package
• A balanced approach to work and life
• Stock purchase plan
• RRSP program*
• Work from home options