Senior Manager, Global NOC

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric.

Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office.

It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple : We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees.

Join us and be part of our team!!

To be based out of the Andover, MA location.

The Senior Manager, Network Operations Center (NOC), plays a crucial role in overseeing and managing the operations of a Navisite’s’ Global Network Operations Center.

Job Title : Senior Manager, Global Navisite Operations Center (NOC)

Job Summary : As the Senior Manager of the Navisite Operations Center (NOC), you will be responsible for the overall management, leadership, and strategic direction of our Global NOC operations team.

You will ensure the efficient and effective alert monitoring of Navisite’s infrastructure, monitoring systems, as well as customer applications related to MSSQL and Oracle.

This role requires a deep understanding of L1 and L2 infrastructure operations, monitoring and ITSM tooling, strong leadership skills, and the ability to collaborate across departments to deliver outstanding service to our customers.

Key Responsibilities :

1. Leadership and Management :

• Lead and manage a global team of NOC Managers, Leads, Engineers and Technicians.
• Provide mentorship, guidance, and performance management to the team.
• Foster a culture of continuous improvement, teamwork, and collaboration within the NOC as well as a strong customer focus.

2. Operations Management :

• Oversee the day-to-day operation of the NOC.
• Monitor incoming incidents related to Network, Unix, Storage, Backup, MSSQL, and Oracle and adjust resources to meet fluctuating demand.
• Develop and maintain standard operating procedures (SOPs) for NOC operations.
• Ensure compliance with service level agreements (SLAs) and operational level agreements (OLAs).

3. Incident and Problem Management :

• Manage incidents and problems to resolution, ensuring minimal impact on services. Responsible for contributing to Root Cause Analysis when applicable.
• Coordinate response efforts during major incidents, including escalation and communication with stakeholders.
• Conduct post-incident reviews and implement recommendations for improvement.

4. Change Management :

Manage changes both internal and external to meet ITIL best practices as well as OS Windows patching.

5. Vendor Management and Collaboration :

Manage relationships with third-party vendors and service providers circuit and OCI related

Required Skills and Qualifications :

• Bachelor’s degree in Computer Science, Information Technology, or related field. Master’s degree preferred.
• Proven experience (typically 7+ years) in network operations, with at least 5 years in a management or leadership role.
• In-depth knowledge of networking technologies, protocols, and tools (e.g., TCP / IP, DNS, SNMP, NetFlow).
• Strong understanding of ITIL framework and practices, particularly Incident, Problem, and Change Management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to prioritize and manage multiple projects and initiatives simultaneously.
• Certification such as CCNP, CCIE, or ITIL v3 / v4 Foundation is a plus.
• Knowledge of Zabbix, ELK, checkMK helpful as well as ServiceNow as a ticketing solution.

Working Conditions :

This role is typically based in an office environment, with occasional requirements for off-hours support and On-Call availability.

Conclusion :

The Senior Manager, NOC, plays a critical role in ensuring the smooth operation and reliability in maintaining the availability, performance and security of critical infrastructure.

If you have a strong background in proactive monitoring, rapid incident response, leadership skills, and a passion for driving continuous improvement, we encourage you to apply.

NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees.

Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Internal Applicants No sponsorship available / External Applicants Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.

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