General SummaryVelocity is seeking to hire a NOC Manager. The NOC Manager is responsible for the leadership, performance, and continuous improvement of Velocity's 24/7/365 Network Operations Center (NOC). This role oversees daily operations, service delivery, workforce management, and operational performance across all NOC teams. The NOC Manager ensures the organization consistently meets service level commitments while maintaining operational excellence, customer satisfaction, and team development. This is a full-time opportunity reporting onsite in Holland, OH.
Primary Duties and ResponsibilitiesOperational Leadership - Manage the overall operations of the 24/7/365 Network Operations Center.
- Ensure appropriate staffing, scheduling, and shift coverage.
- Lead and develop NOC Supervisors, Tier 1 Analysts, Tier 2 Engineers, and Escalation personnel.
- Conduct performance reviews, coaching sessions, and employee development planning.
Service Delivery & Performance Management - Establish, monitor, and improve operational KPIs, SLAs, and service quality metrics.
- Develop and maintain SOPs, workflows, and best practices.
- Produce and present operational reports to executive leadership.
Incident & Escalation Oversight - Provide leadership and oversight during major incidents and customer-impacting events.
- Coordinate cross-functional response efforts.
- Ensure timely communication during service-impacting incidents.
Continuous Improvement - Identify operational inefficiencies and implement process improvements.
- Lead special projects and strategic initiatives.
Qualifications, Education and Experience - Bachelor's degree preferred or equivalent experience.
Minimum 5 years of experience in NOC, IT Operations, or Technical Support.
Minimum 3 years of leadership experience in a NOC, IT Operations, or related technical environment. - Strong understanding of network operations, monitoring tools, and incident management processes.
- Experience developing and managing SLAs, SOPs, and operational metrics.
Our Benefits - Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K - with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
