Network Operations Center Manager

Job DescriptionJob Description

NOC Manager Location: Columbus, OH Department: Network Operations Reports To: Director of Network Operations

Position Summary:

The NOC Manager is responsible for leading and managing the Network Operations Center (NOC) team, ensuring the stability, performance, and reliability of our wireless, fiber, and core network infrastructure and VoIP. This role will oversee day-to-day operations, support escalations, develop procedures and KPIs, mentor staff, and work cross-functionally with Engineering, Customer Service, Field Ops, and Leadership to maintain optimal network health.

Key Responsibilities:

NOC Oversight & Team Management

· Supervise and coach NOC Technicians and Level 1/2 Network Engineers.

· Develop shift schedules, escalation protocols, and on-call rotations to ensure 24/7 coverage.

· Conduct regular 1:1s, performance evaluations, and skills assessments.

· Identify skill gaps and coordinate training and career pathing within the NOC.

Network Monitoring & Incident Management

· Oversee monitoring systems (e.g., PRTG, LibreNMS, Zabbix, Intermapper) for core, access, and wireless infrastructure.

· Triage and escalate network outages, degradation, and customer-impacting incidents.

· Lead major incident response, including root cause analysis and postmortems.

· Help with the support of our VoIP environment by working escalated tickets and developing the NOC team to assist in these issues as well.

· Ensure accurate ticketing and documentation using the company's service management system.

Process Improvement & KPI Management

· Develop and refine SOPs for network monitoring, alert handling, and escalations.

· Own and track NOC KPIs including MTTR, incident count, SLA adherence, and ticket backlog.

· Collaborate with leadership to optimize workflows between NOC, Engineering, and Field Ops.

· Maintain configuration and change management procedures (working with Engineering when needed).

Technical Escalation & Engineering Support

· Act as Tier 2/3 escalation for network incidents across fiber, wireless, and customer infrastructure.

· Assist with core network troubleshooting: BGP/OSPF routing, VLAN tagging, SNMP, and multicast.

· Coordinate with vendors for RMA, firmware updates, and escalated support cases.

· Support remote diagnostics and pre-field dispatch verification.

Project & System Support

· Participate in or lead NOC-related infrastructure projects, including tool rollouts and automation.

· Recommend and support upgrades to monitoring, alerting, and ticketing platforms.

· Ensure compliance with internal security and uptime policies.

Qualifications:

Required:

· 3+ years in a NOC or network operations environment, with 1+ year in a leadership/supervisory role.

· Strong understanding of IP networking (TCP/IP, VLANs, BGP, OSPF, DNS, DHCP).

· Understanding of VoIP systems and Unified Communications

· Familiarity with wireless and fiber network architecture.

· Experience with monitoring and ticketing systems.

· Ability to manage and mentor a team in a high-uptime, customer-impacting environment.

:

· CCNA, JNCIA, or similar certification.

· Experience with MikroTik, Arista, Ubiquiti, or Cisco platforms.

· Background in ISPs, WISPs, or datacenter environments.

· Understanding of SLA metrics and incident response frameworks (ITIL/DevOps/NIST).

Key Competencies:

· Leadership and accountability under pressure

· Clear and concise communication skills

· Process-oriented and continuous improvement mindset

· Collaborative cross-functional approach

· Ability to balance hands-on technical work with team management

Working Conditions:

· Office-based with on-call availability

· May require occasional travel to datacenter, tower, or POP sites

· Participation in 24/7 support escalation rotation

Company DescriptionBresco Broadband, established in 1999, is a leading Technology Company specializing in delivering reliable Internet Services via Fiber and Fixed Wireless, including IPTV streaming, VoIP, Data Center solutions, Access Control, and Video Surveillance for both residential and commercial sectors. Part of the Ohio Gig companies.

Benefits Include:
Health Insurance + Vision + Dental
9 paid Company Holidays
2 Floating Holidays
14 days of PTO (sick/vacation/floating holiday time)
Free internet and TV if residing within Bresco’s serviceable area
Financial assistance for job-related education
Off-street parking for workCompany DescriptionBresco Broadband, established in 1999, is a leading Technology Company specializing in delivering reliable Internet Services via Fiber and Fixed Wireless, including IPTV streaming, VoIP, Data Center solutions, Access Control, and Video Surveillance for both residential and commercial sectors. Part of the Ohio Gig companies.\r\n\r\nBenefits Include:\r\nHealth Insurance + Vision + Dental\r\n9 paid Company Holidays\r\n2 Floating Holidays\r\n14 days of PTO (sick/vacation/floating holiday time)\r\nFree internet and TV if residing within Bresco’s serviceable area\r\nFinancial assistance for job-related education\r\nOff-street parking for work