NOC Manager

OpticoreIT Limited; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Opticore IT in London is seeking a NOC Manager to lead the day-to-day operation of the Network Operations Centre and own ITIL-based service management across incident, problem, change and major incident processes.

This 6‑month initial contract with a view to a permanent role requires strong leadership, Cisco networking experience, and hands‑on familiarity with ServiceNow, Palo Alto firewalls and security platforms, plus a track record of improving service quality.

Qualifications

• Proven experience running a NOC or service operations at management level.
• Hands on ownership of ITIL processes (Incident, Problem, Change, Event, Major Incident).
• Experience with Cisco networking production environments and security platforms.

Responsibilities

• Lead day-to-day operation of the NOC team and govern ITIL processes.
• Coordinate Major Incident response and drive continual service improvement.
• Develop runbooks, escalation paths, and operational reporting.

Skills

Leadership

ITIL

Incident & Problem Mgmt

Cisco Networking

ServiceNow

Education

Bachelor's degree in IT or related field

Tools

Cisco

Palo Alto

ServiceNow

Job description

Opticore IT is a specialist Network Engineer and Project Management consultancy offering a wide variety of opportunities to work within fast-paced, challenging environments across our client base spanning multiple sectors including Finance, Broadcast Media, Telecommunications and more.

Opticore IT are currently searching for a NOC Manager to work closely with a large legal client to be based in London (3 days a week on site) on initial 6 month contract - with plan to transition into a permanent role with our client.

A bit about the opportunity:

You’ll lead the day-to-day operation and strategic evolution of the Network Operations Centre, owning ITIL-based service management across Incident, Problem, Change, and Major Incident processes, and acting as the operational authority driving the transition of managed services onto Opticore's platform.

What you'll be doing:

• Lead the day-to-day operation of the NOC team, including analysts, engineers, and shift leads.
• Own and govern ITIL processes across Incident, Problem, Change, Event, Request Fulfilment, and Major Incident Management.
• Ensure service levels are consistently achieved in line with agreed SLAs and operational KPIs.
• Coordinate Major Incident response, marshalling technical resources and stakeholder communications through to resolution.
• Drive root cause analysis, problem management, and continual service improvement initiatives.
• Develop and maintain operational procedures, runbooks, escalation paths, and knowledge management processes.
• Produce operational and service performance reports for leadership and stakeholder review.
• Manage team performance, training, mentoring, and resource planning.
• Support the transition of managed services onto our hosted management platform, establishing operational governance, reporting, and best practice.
• Collaborate with Service Delivery, Infrastructure, Networking, Security, and Engineering functions to ensure effective end-to-end service operations.
• Identify opportunities to improve service quality, automation, efficiency, and operational maturity.

What you'llbring:

• Proven experience running a NOC or Service operations function at management level - including team leadership, mentoring & stakeholder management.
• Hands on ownership of Incident, Problem, Change, Event, Request Fulfilment & Major Incident Management processes.
• Strong background in a Cisco networking production environment, comfortable troubleshooting typical issues without support.
• Hands on exposure with Palo Alto firewalls and security platforms in production environments and comfortable troubleshooting issues.
• History working with ServiceNow as an ITSM platform including incident/change workflows and operational reporting.

Diversity

At OpticoreIT we embrace diversity and are committed to equal opportunities. We actively recruit for an inclusive and diverse workforce and as such, want to ensure we do everything we can to support your application.

We want you to feel empowered to let us know if you require any adjustments to be made with your application or interview process so, please speak to our recruitment team.