Network Operations Center Sr Manager

Job DescriptionJob DescriptionBenefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Tuition assistance
• Vision insurance

SILTT is searching for a dynamic and highly motivated Network Operations Center Sr. Manager responsible for providing strategic and operational leadership of a 24x7x365 NOC, ensuring 24/7 surveillance and assurance for multiple submarine cable networks, providing network reliability, performance, and customer satisfaction across all managed environments. This role oversees multi-tiered operations (L1-L3), incident, problem, change management processes, and ensures adherence to all contractual SLAs, KPIs, and compliance standards. The Network Operations Sr. Manager will lead a team of Incident Managers, Change Managers, and Network Technicians while coordinating with Facilities and Security to maintain high service availability and operational excellence. If you are excited by the opportunity to join our team, we encourage you to apply today!

WHO WE ARE:
At SILTT were pushing the limits of infrastructure innovation in the Telecommunications and Information Technology industry. From delivering world-class modular data center facilities to all-hours, 365-day operational response and disaster recovery, our multi-functional team of experts are force multipliers across the infrastructure landscape. We pride ourselves in leading from the front to advise, assist, and accompany our clients through their toughest technological and operational challenges.

WHY SILTT?
At SILTT, objective-driven means first being people-driven. As a small business we know that the ability to achieve our mission demands we take care of our own by providing our team members with a variety of benefits that allow them to live fulfilling, healthy, balanced, meaningful lives. Thats why we believe in offering paid healthcare, ultra-competitive 401K matching, accrued paid time off and fixed holiday leave, continuous learning and professional development incentives, and promote a sustainable work-life balance.

A CALL TO ACTION:
As we charge ahead in the competitive world of technology and sustainment, we need a strong Network Operations Sr. Manager to support our current and future projects. This critical position will collaborate with fellow SILTT teammates, stakeholders and executive leadership. As we mobilize this critical new program, we are looking for a Sr. Manager to architect the framework of our success. This is a rare opportunity to apply your real-world insights to build a best-in-class NOC from day one, transforming industry best practices into a high-performance reality that sets the trajectory for our future. This is your chance to move beyond established systems and instead use your seasoned judgment to build a sophisticated, resilient operation from the start.

A DAY IN THE LIFE:
In this role, you will lead a high-impact operations organization that forms the backbone of enterprise service delivery. This role provides the opportunity to modernize NOC practices, implement automation, and shape a world-class operations culture that scales while maintaining customer trust and operational excellence. Key responsibilities include, but are not limited to:

Leadership and Operations:

• Effectively lead the NOC team to ensure 24x7x365 successful surveillance, operation, and maintenance of submarine and inland cables, including wet and dry plant equipment.
• Lead a team of Incident Managers, Change Managers, and Network Technicians.
• Maintain governance structures, including MBRs, QBRs, CAB meetings, and readiness reviews.
• Lead Business Continuity failover exercises to review catastrophic event impacts and mitigate identified risks to NOC operations.
• Oversee adherence to ITIL processes (Incident, Problem, Change, and Event Management).
• Maintain the NOC playbook, runbooks, and escalation matrix.

Incident, Fault, and Escalation Management:

• Receive and manage escalations for critical events outside of business hours, providing immediate consultation and guidance.
• Review and ensure the timely submission of weekly and monthly NOC engineer reports, verifying compliance with system owner requirements.
• Lead or manage the team's participation in complex, specialized technical investigations to confirm system and design standards for existing or new products and platforms.
• Lead the team to achieve agreed customer service and business targets by ensuring resource availability and appropriate skills, with a focus on early stakeholder engagement for high-priority cases.
• Utilize sound time management to prioritize and manage a high workload, such as multiple cable faults and customer escalations, focusing on impact at both the customer and individual level while ensuring attention to detail.

Strategic Planning and Performance:

• Define strategic priorities and long-term vision for NOC evolution and capability growth.
• Drive automation, observability, and predictive analytics to reduce MTTA/MTTR and alert noise.
• Implement KPIs and leverage dashboards to monitor performance, availability, and team productivity.
• Continuously monitor internal processes, identify opportunities for improvement (e.g., automation), and ensure consistent adherence to new and existing changes by team members.
• Coordinate with Facilities and Security to align cross-functional operations.

Workforce and Talent Management:

• Lead workforce planning, shift scheduling, and succession development across all levels (L1-L3), adjusting for absences, time-offs, and emergency leaves.Occasionally covering NOC duties as needed to maintain operations.
• Oversee recruitment, site onboarding, training, and professional development programs for NOC staff.
• Manage current policies and procedures for International Transmission Network management, drive future development, and formulate and implement staff training plans to increase team efficiency and capacity.
• Conduct regular performance reviews, identifying achievements and areas for improvement across key NOC activities (alarm surveillance, fault investigation, escalation, and restoration) to meet customer requirements and KPIs.
• Maintain strong peer relationships and lead team stand-ups/meetings to promote collaboration, idea sharing, and mutual professional growth.
• Foster a culture of accountability, technical excellence, and continuous learning/training.

Customer and Executive Engagement:

• Serve as the escalation point for P1/P2 incidents and executive communications.
• Act as a liaison between the NOC and customers, positively representing the NOC, championing customer issues, and navigating problems to ensure successful outcomes.
• Represent the NOC in meetings with system owners as required for incident, SLA reviews, and new project discussions.
• Support the customer NOC with network configuration, planned maintenance, and fault management, carrying out directed activities during emergency and urgent situations.
• Provide clear, timely updates to leadership, customers, and stakeholders during major incidents.
• Present operational metrics, trends, and improvement plans to executive management.

BASIC QUALIFICATIONS:

• Bachelors degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of experience in network operations, infrastructure management and/or service delivery leadership.
• 5+ years in a management level role within a 24x7 operations environment.
• Proven expertise in large-scale network operations, monitoring systems, and automation tools.
• Strong understanding of IP networking, routing/switching, incident command, and ITIL best practices.
• Demonstrated success in leading distributed technical teams, managing major incidents, and driving performance improvement.
• Exceptional communication, decision-making, and stakeholder management skills.

TECHNICAL KNOWLEDGE:

• Submarine and Cable Components: Experience or understanding of how submarine and inland cables, dry and wet plant components work (SLTE, PFE, LME, OCI, RFTE, BU, Repeater, Submerged ROADM, DCN etc. ).
• Submarine Repair: Knowledge or understanding of the process, coordination, and support required for Submarine Repair works (POW, MOPs, PSMs, OTDR/COTDR), including possible risks.
• Networking: Knowledge or understanding of OTN, Spectrum, Optical, or Layer 0/1 networks.
• Troubleshooting: Knowledge in troubleshooting and familiar with network alarm hierarchies.
• Service Types: Knowledge on the different service types like OTUs (OTU4, OTU2e, etc.).

SYSTEMS & TOOLS EXPERIENCE:

• Network Management: Knowledge or experience in network management systems both Wet & Dry plant (Nokia NMS-DNA/TNMS, Ciena MCP & Site Manager).
• Cable System Power Management: Experience with PFE reconfiguration management, control and operations
• Inventory & Ticketing: Knowledge, familiarity, or experience in using Service Inventory Systems and Incident/Change Management Ticketing Systems (including ticket flow).
• General Software: Knowledge or experience on the usage of desktop software such as Microsoft Office Suite.

ESSENTIAL MANAGEMENT & SOFT SKILLS:

• Global & Regionalised Operations: Demonstrated success in similar roles managing global 24/7 operations teams.
• Supplier Management: Strong Suppliers Management skill, ensuring vendor performance meets or exceeds required SLAs.
• People Management: People management experience in leading a team, ensuring each member understands individual remit and expectations, and providing support to reach full potential.

WORK LOCATION:
The work associated with this role is expected to be performed on-site at our San Diego Area location, though some travel may be required for periodic support as needed.