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Role Summary: The NOC Team Manager acts as a technical supervisor and operational strategist. This role requires a "player-coach" who can supervise the team while serving as the primary architect for the NOC's monitoring ecosystem. You will be responsible for setting up, configuring, and administering comprehensive monitoring solutions to ensure full-stack observability. In addition to technical administration, you will manage incident response, mentor analysts, and maintain service level agreements (SLAs).
Key Responsibilities:
Monitoring Systems Engineering & Administration
- Tool Implementation & Configuration: Lead the end-to-end setup, configuration, and tuning of monitoring tools. This includes administering platforms such as New Relic, Datadog, Prometheus/Grafana, or similar to ensure accurate data collection.
- Integration & Maintenance: Integrate monitoring solutions with third-party services and cloud platforms to eliminate blind spots and improve monitoring coverage.
- Dashboarding: Design and maintain visualization dashboards to track capacity consumption (CPU, memory, network) and verify service uptime.
- Noise Reduction: Actively configure alerts to correlate events, identify patterns, and eliminate false positives to prevent alert fatigue.
Team Leadership & Strategy
- Supervision: Supervise, mentor, and train NOC analysts, ensuring 24/7 shift coverage and operational readiness.
- Shift Management: Oversee shift reports and handoffs, ensuring critical information is effectively communicated between shifts.
- Continuous Improvement: Identify opportunities to reduce manual work by proposing automation and improving monitoring coverage.
Advanced Incident & Problem Management
- Major Incident Coordination: Oversee the detection and resolution of high-severity issues, coordinating cross-functional teams (Network Engineering, Security, App Teams) during active events.
- Problem Management (RCA): Lead the identification of recurring issues and initiate Root Cause Analysis (RCA) to eliminate chronic problems.
- Communication: Manage high-level communication with communication during outages, ensuring timely notifications and updates.
Performance, Capacity & Process Management
- SLA Management: Verify service uptime against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring the team meets MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve) targets.
- Capacity Planning: Track capacity consumption (CPU, memory, bandwidth) and report risks before they impact operations.
- Documentation Authority: Create, maintain, and update Standard Operating Procedures (SOPs) and runbooks, identifying missing or outdated documentation.
Qualifications & Experience
- Education: Bachelor’s degree in IT, Computer Science, or a related field.
- Experience: 8+ years in NOC operations, with at least 3 years in people management role.
- Technical Skills:
- Advanced knowledge of network protocols and architecture.
- Expertise in configuring and tuning monitoring tools such as New Relic, Datadog, Prometheus/Grafana, or similar.
- Proficiency in reporting metrics (SLA, MTTA/MTTR).
- Leadership Skills: People management experience with direct reportees is mandatory. Proven ability to mentor teams, manage schedules, and remain calm in high-pressure environments.
- Certifications: CCNA; ITIL Foundation or equivalent leadership certifications preferred.
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SonicWall is an equal opportunity employer.
We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.
At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.
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SonicWall has been fighting the cyber-criminal industry for over 25 years defending small, medium-size businesses and enterprises worldwide. Backed by research from the Global Response Intelligent Defense (GRID) Threat Network, our award-winning real-time breach detection and prevention solutions, coupled with the formidable resources of over 10,000 loyal channel partners around the globe, are the backbone securing more than a million business and mobile networks and their emails, applications and data. This combination of products and partners has enabled a real-time cyber defense solution tuned to the specific needs of the more than 500,000 global businesses in more than 215 countries and territories.
