NOC Manager: 24/7 Lead for SLA-Driven Ops

Bandwidth Inc.; Raleigh (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Vision, & Dental coverage

4 weeks PTO

PTO Embargo policy

Job summary

Bandwidth Inc. is seeking a NOC Manager to lead the Network Operations Center, driving issues to resolution and ensuring KPI targets are met.

The role requires guiding a multi-shift team in a complex, high-availability environment within Bandwidth’s global communications software platform. You will oversee 24x7 operations, mentoring technicians, managing escalations, and shaping processes for improved efficiency, with on-call responsibilities and collaboration on strategic infrastructure

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience.
• 6+ years in network or service operations with at least 3 years in a leadership or management role.
• Strong understanding of ITIL or equivalent service management frameworks; incident, change, and problem management experience.
• Experience leading multi-shift or multi-site teams in a 24x7 environment.

Responsibilities

• Supervise a 24x7x365 NOC shift and personnel that monitors, troubleshoots and repairs service-impacting network issues.
• Manage a team of technicians, providing guidance and mentorship, while ensuring that team obligations are met.
• Oversee day-to-day NOC operations, escalations, ticketing and communications.
• Ensure that issues impacting company production infrastructure, systems, and applications are being driven to resolution.
• Identify areas for process and efficiency improvement within the team.
• Create documentation around new workflows, and ensure that training is provided for internal team members.
• Serve as part of the escalation path for internal and external network issues.
• Gather reporting on network Service Level Agreements (SLA’s) and team KPI’s, and ensure that these metrics are being met.
• Review team member tickets for quality, ensuring that due diligence is being performed, and that standard operating procedures are being followed.
• Oversee network repair and after-hours maintenance activity (switch, transport and trunks).
• Will be part of a rotating management on-call schedule.
• While on-call, subject to receiving call outs 24 hours, 7 days a week.
• Participate in strategic planning sessions related to infrastructure, product launches, and network readiness.
• Represent the NOC in executive updates, audits, or customer reviews.
• Support special projects, organizational change initiatives, or process redesigns as needed.

Skills

Leadership

Analytical

Communication

Planning

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITIL

Incident management

Change management

Job description

Bandwidth Inc. is seeking a NOC Manager to lead the Network Operations Center, driving issues to resolution and ensuring KPI targets are met.

The role requires guiding a multi-shift team in a complex, high-availability environment within Bandwidth’s global communications software platform. You will oversee 24x7 operations, mentoring technicians, managing escalations, and shaping processes for improved efficiency, with on-call responsibilities and collaboration on strategic infrastructure