NOC Manager on Duty: LATAM Incident Leader

Flō Networks; Ciudad de México; Sur place; MXN 1 000 000 - 1 600 000; Plein temps

Résumé du poste

Flō Networks, a leading telecom provider spanning the US and Mexico, seeks an NOC Manager on Duty based in Mexico City to lead a shift in the NOC for Enterprise and Wholesale customers across Mexico and Latin America. You will coach Level 1–2 Engineers, own the incident lifecycle, and drive timely resolutions with escalation and cross-team coordination.

You're a hands-on leader with 5+ years in NOC or TELCO operations, strong networking knowledge, ITIL awareness, and bilingual English/Spanish

Qualifications

• Bachelor's degree in Telecommunications, Computer Engineering, or related field.
• 5+ years in an operations, NOC, or technical support lead role within TELCO/ISP/MSP.
• Strong analytical skills with the ability to multitask and prioritize under pressure.
• Proven leadership, customer service, problem-solving, and decision-making skills.
• Excellent written and verbal communication — able to translate technical detail for both engineers and customers.
• Fully bilingual in English and Spanish.

Responsabilités

• Lead and coach a shift of NOC Level 1 and 2 Engineers through the full incident management lifecycle, from triage to resolution and provider escalation.
• Own the ticket queue: set priorities, balance workload, and jump in on the toughest technical issues.
• Serve as the Level 3 escalation point for high-impact incidents and customer escalations.
• Spot trends across incidents and partner with the Problem Management team to drive root-cause resolution.
• Ensure incidents and alarms are fully and accurately documented in the ticketing system.
• Keep customers informed throughout their incident lifecycle and confirm satisfaction with resolution.
• Internally communicate operational compliance deviations from newly provisioned services, ensuring they meet technical and quality standards.
• Act as the customer's advocate internally, driving urgency and cross-team alignment to ensure timely and effective incident resolution.
• Champion compliance with policies and procedures, and continuously improve and document NOC processes.

Connaissances

Leadership

Incident management

Network analysis

Customer service

Communication

Bilingual EN/ES

Formation

Bachelor's degree in Telecommunications

Bachelor's degree in Computer Engineering

Outils

PRTG

Nagios

SolarWinds

HP OpenView

Siebel

Salesforce

ServiceNow

Remedy

RT

OTRS

Metasolv

Netcracker

Telcordia

Cisco CCNA

AWS

Azure

Google Cloud

Oracle Cloud

Description du poste

Flō Networks, a leading telecom provider spanning the US and Mexico, seeks an NOC Manager on Duty based in Mexico City to lead a shift in the NOC for Enterprise and Wholesale customers across Mexico and Latin America. You will coach Level 1–2 Engineers, own the incident lifecycle, and drive timely resolutions with escalation and cross-team coordination.

You're a hands-on leader with 5+ years in NOC or TELCO operations, strong networking knowledge, ITIL awareness, and bilingual English/Spanish