NOC Operations Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,100,000 - 1,800,000; Full time

Job summary

Penbrothers is seeking a NOC Operations Manager to lead operational delivery within Cloud Engineering. You will oversee NOC processes, KPIs, runbook governance, and service quality for hosted environments.

You will partner with the consulting provider for staffing and employment-related activities, ensuring monitoring consistency, reduced duplication, and scalable coverage for hosted customers.

Qualifications

• Bachelor's level education or higher is required.
• 5+ years in IT operations, NOC, or related fields.
• Experience leading service delivery teams and operational functions.
• Strong knowledge of monitoring, alerting, and incident workflows.
• Ability to define and manage KPIs and drive improvements.

Responsibilities

• Lead NOC operations including monitoring, alert triage, ticketing, runbook execution, and reporting.
• Define and enforce ticket quality, escalations, and runbook usage.
• Coordinate with consulting provider for staffing and coverage while maintaining clear ownership.
• Own NOC KPIs, metrics, reporting cadence, and operational health visibility.
• Coordinate incident management and escalation with Support and Cloud Engineering.

Skills

IT operations

NOC operations

KPI management

Monitoring

Incident management

Stakeholder communication

Cross-team collaboration

Service delivery

Cloud engineering

Education

Four-year degree

Tools

Salesforce

Zendesk

Monitoring tools

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client's mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. They help organizations move quickly to establish digital trust at scale and maintain it. With decades of cybersecurity experience, our client is trusted by more than 1,500 companies across the globe. They are proud to continually earn recognition as a Best Place to Work, driven by amazing people who cultivate a strong culture as the company grows.

About the Role

The NOC Operations Manager leads the operational delivery of the Network Operations Center function within Cloud Engineering. This role is responsible for NOC processes, KPIs, operational readiness, escalation coordination, runbook governance, and service quality for hosted environments.

This role serves as the operational owner for the NOC service while partnering with the consulting provider responsible for staffing, scheduling, resource management, and employment-related activities. The NOC Operations Manager helps ensure the NOC improves monitoring consistency, reduces duplicate work across Support and Cloud Engineering, creates clear ownership between teams, and enables scalable operational coverage for hosted customers.

What you'll do

NOC Service Delivery & Operational Leadership

• Leads NOC operations responsible for monitoring, alert triage, ticket creation, runbook execution, maintenance monitoring, status page coordination, and operational reporting.
• Defines operational expectations for ticket quality, escalation discipline, runbook use, documentation, and handoff consistency.
• Partners with the consulting provider to support effective coverage, onboarding, knowledge transfer, and operational readiness without owning employment-related staffing decisions.

Process Ownership

• Owns and continuously improves NOC processes, workflows, and operating procedures.
• Ensures monitoring, triage, escalation, communication, and maintenance procedures are documented, repeatable, and aligned with Cloud Engineering and Support expectations.
• Partners with Support and Cloud Engineering to define clear ownership boundaries and reduce operational duplication.

Operational KPI Ownership

• Owns NOC KPIs, operational metrics, reporting cadence, and visibility into NOC service performance.
• Monitors alert volume, incident activity, ticket routing, escalation trends, runbook execution, maintenance coverage, and recurring operational issues.
• Uses metrics to identify trends, recommend improvements, and increase operational consistency.

Incident & Escalation Coordination

• Serves as the operational escalation point for NOC processes, incident coordination, and NOC decision-making within company-defined procedures.
• Ensures incidents are triaged, classified, coordinated, and routed to the appropriate owner.
• Coordinates with Support for customer-facing ownership and Cloud Engineering for platform reliability, infrastructure issues, automation, migrations, and technical resolution.

Runbook & Operational Readiness

• Ensures NOC runbooks are accurate, accessible, and aligned with operational needs.
• Partners with Cloud Engineering to identify runbook gaps, recurring alert patterns, and operational improvement opportunities.
• Supports trend analysis and alert tuning by ensuring the NOC captures clean, actionable operational data.

Partner & Service Quality Management

• Coordinates on service expectations, onboarding needs, knowledge gaps, and quality concerns.
• Provides operational feedback when staffing, training, or coverage gaps affect NOC service delivery.
• Maintains visibility into NOC service health and escalates provider-related concerns through the appropriate vendor management or leadership channels.

Cross-Team Coordination

• Maintains strong working relationships with Support, Cloud Engineering, and other stakeholders involved in hosted customer operations.
• Ensures the NOC improves operational awareness and coordination between Support and Cloud Engineering without taking over customer-facing or platform-engineering ownership.
• Promotes a clear operating model where Support owns the customer, Cloud Engineering owns the platform, and the NOC owns operational awareness and coordination.

What You Bring

• Completion of a recognized four-year post-secondary education program required.
• 5 or more years of related experience in IT operations, infrastructure operations, cloud operations, incident management, technical support, NOC operations, managed services, or a similar function.
• Experience leading operational functions, service delivery teams, or technical operations preferred.
• Strong understanding of monitoring, alerting, incident triage, ticketing, escalation workflows, operational reporting, and shift-based operations.
• Experience improving operational processes in a fast-paced, customer-impacting technical environment.
• Ability to define and manage KPIs, identify trends, and drive operational improvements.
• Strong written and verbal communication skills with a professional demeanor.
• Strong organizational, time-management, and attention-to-detail skills.
• Ability to collaborate across Support, Cloud Engineering, consulting providers, and business stakeholders.
• Ability to make effective operational decisions aligned with business objectives.
• Experience with Salesforce, Zendesk, monitoring platforms, status page coordination, or similar operational tooling preferred.

Level of Authority

Operational authority within established organizational guidelines. This role owns NOC process execution, KPI visibility, operational readiness, and escalation coordination. The NOC Operations Manager is expected to exercise judgment, provide operational direction during events, improve service performance, and elevate strategic, provider-related, or high-risk decisions through Cloud Engineering leadership when appropriate. Employment-related decisions, staffing administration, and formal personnel management remain with the consulting provider unless otherwise defined by leadership.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides growth opportunities. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people's careers and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.