NOC Manager on Duty - LATAM Incident Leader

Flō Networks; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Flō Networks, based in Mexico City, seeks an experienced NOC Manager on Duty to lead a shift in its Network Operations Center, coaching engineers through incidents and owning escalations for enterprise and wholesale customers across Mexico and Latin America.

You will be a hands-on leader, overseeing ticket queues, triage to resolution, and root-cause analysis while ensuring customer satisfaction and policy compliance.

Qualifications

• Bachelor's degree in Telecommunications, Computer Engineering, or related field.
• 5+ years in operations, NOC, or technical support lead role in TELCO/ISP/MSP.
• Strong analytical skills with multitasking under pressure.
• Proven leadership, customer service, problem-solving, and decision-making.
• Excellent written and verbal communication for engineers and customers.
• Track record of building trust with clients and partners.
• Solid knowledge of networking and integration—on-prem and cloud, firewalls, MPLS, VPN, BGP, ISIS, QoS.
• Familiarity with cloud networking (AWS, Azure, Google Cloud, Oracle, or others).
• ITIL Foundation certification or working knowledge of ITIL methodology.
• Cisco CCNA or equivalent certification.
• Experience with ticketing systems/CRMs (Siebel, Salesforce, ServiceNow, Remedy, RT, OTRS).
• Experience with monitoring tools (PRTG, Nagios, SolarWinds, HP OpenView).
• Experience with network documentation systems (Metasolv, Netcracker, Telcordia).
• Willingness to work flexible hours and rotating shifts.
• Fully bilingual in English and Spanish.

Responsibilities

• Lead and coach a shift of NOC Level 1 and 2 engineers through the incident lifecycle.
• Own the ticket queue: set priorities and manage workload.
• Serve as Level 3 escalation point for high-impact incidents.
• Spot trends and drive root-cause resolution with Problem Management.
• Document incidents and alarms in the ticketing system.
• Keep customers informed and confirm resolution satisfaction.
• Communicate operational deviations from new services meeting standards.
• Advocate for customers internally, driving urgency and cross-team alignment.
• Champion policy compliance and document NOC processes.

Skills

Leadership

Analytical skills

Communication

Customer service

Problem solving

Bilingual English/Spanish

Education

Bachelor's degree in Telecommunications/Computer Engineering

Tools

Siebel

Salesforce

ServiceNow

Remedy

RT

OTRS

PRTG

Nagios

SolarWinds

HP OpenView

Metasolv

Netcracker

Telcordia

Job description

Flō Networks, based in Mexico City, seeks an experienced NOC Manager on Duty to lead a shift in its Network Operations Center, coaching engineers through incidents and owning escalations for enterprise and wholesale customers across Mexico and Latin America.

You will be a hands-on leader, overseeing ticket queues, triage to resolution, and root-cause analysis while ensuring customer satisfaction and policy compliance.