NOC Manager

Job Summary:

As NOC Manager, you will be responsible for overseeing the 24x7 operation of our globally diverse Network Operations Centre, ensuring the stability, security, performance, and availability of our managed service platform along with internal IT infrastructure. You will closely work with the team of NOC Analysts by serving as a point of escalation and ensuring adherence to SOPs, SLAs, and KPIs with a view to continuous improvement of existing processes. Additionally, collaborating with peers from other technical and non-technical departments to ensure new and existing technologies are captured in the event monitoring and management processes.

Responsibilities: (including, but not limited to, the following):

• Responsible for managing the day-to-day performance and accountability for the NOC team through building and developing a scalable, strong team of analysts reliably owning the event management processes.
• Own the incident escalation process, ensuring timely and effective escalation to relevant teams or leadership.
• Continual development of NOC workflows, processes and reporting, ensuring smooth operation of 24x7 team and function.
• Approximately 60% management of personnel and 40% technical management.
• Manage and coach direct reports through knowledge sharing and implementing best practices in day-to-day activities.
• Monitor managed service platform along with internal IT infrastructure for uptime, security, and performance.
• Identify opportunities to improve systems, processes, and tools to enhance NOC efficiency.
• Take ownership (management/upgrade/innovation) of related event management and monitoring tooling.
• Ensure critical event processes are adhered to, and documentation is updated frequently.

Skills:

• Excellent communication, organisational, and presentation skills.
• Excellent working knowledge of enterprise infrastructure monitoring tools.
• Strong knowledge of core infrastructure fundamentals (cloud, networking, security, virtualisation).
• Experience working with the ServiceNow platform.
• Experience with metrics, reporting, and SLA management.
• Self-motivated, proactive & detail oriented.
• Able to independently and efficiently meet deadlines.
• Ability to assess and prioritise work in a fast-paced environment.

Qualifications:

• 5 years’ minimum experience in a relevant field.
• 3 years’ minimum experience managing individuals/team both locally and in a remote capacity.
• Bachelor's degree and/or technical certifications a plus.

The Benefits of Working for Abacus:  

• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance