NOC Manager – Service Monitoring & SLA Governance

About the role

The NOC Manager is responsible for end‑to‑end monitoring, performance reporting and SLA governance of the customer’s infrastructure, BSS and enterprise applications across more than nine business‑critical services. Reporting to the Managed Services delivery organization, the role ensures service availability, drives incident and problem management and leads a 24/7 NOC team operating across three shifts.

Key responsibilities

• Own service performance management, KPI, SLA and OLA tracking for all in‑scope services.
• Monitor SLA compliance for tickets of all severities (S1‑S4) and initiate corrective actions before breaches occur.
• Serve as the primary interface with the customer, handling escalations, major incident communications and executive updates.
• Oversee the full incident lifecycle, lead root‑cause analysis and post‑incident reviews, and ensure corrective actions are closed on time.
• Govern problem management to reduce repeat incidents and support change management to protect service stability.
• Directly manage the 24/7 NOC team, including shift planning, performance management and capability development.
• Maintain and improve NOC SOPs, alarm‑handling workflows, escalation matrices and shift‑handover quality.
• Drive continuous service improvement initiatives and identify automation opportunities in monitoring and alerting.
• Administer operational tooling and ensure consistent monitoring coverage across all platforms.

Required profile

• Proven experience managing a Network Operations Center or similar IT service monitoring function.
• Strong knowledge of SLA/KPI governance, incident, problem and change management processes.
• Demonstrated ability to lead a 24/7 technical team across multiple shifts.
• Excellent stakeholder management skills, with experience acting as the main point of contact for customers.
• Track record of implementing continuous improvement and automation initiatives.

Required skills