Service Delivery Manager
Posted on March 9, 2025 by Astreya Partners
- Dublin, Ireland
- N/A
- Full Time
Position Summary
The NOC Manager will oversee Network Operations Engineers, ensuring operational efficiency, continuous improvements, and effective network monitoring, troubleshooting, and support for a large-scale data center environment. This role requires deep expertise in network infrastructure, routing, troubleshooting, and operational support within mission-critical environments. The NOC Manager will oversee incident management, ticketing workflows, and performance metrics, ensuring full adherence to Client-approved Methods of Procedure (MOPs) and escalation protocols.
Key Responsibilities
Operational Management & Service Delivery
- Manage a team of Network Operations Engineers, ensuring operational performance aligns with Service Level Agreements (SLAs) and established efficiency goals.
- Lead network troubleshooting and issue resolution, ensuring adherence to Client-approved MOPs and escalation procedures.
- Drive efficiency improvements in ticket management, incident response, and root cause analysis.
- Ensure timely and accurate reporting on service delivery metrics, incidents, and operational performance.
- Oversee ticket lifecycle management, ensuring accurate documentation, timely updates, and continuous process improvements.
Technical Leadership & Network Operations
- Monitor and manage network infrastructure, including switches, routers, firewalls, VLANs, DNS, BGP, OSPF, and MPLS.
- Lead network circuit repair efforts, troubleshooting both logical and physical components, such as routing, patch panels, optics, and cabling.
- Work with internal teams and third-party vendors to ensure timely network faults and incidents resolution.
- Ensure proper execution of hardware RMA processes, including asset tracking and vendor coordination.
- Ensure proactive data center network health monitoring, identifying and escalating risks before failures occur.
Incident & Escalation Management
- Manage and oversee network incidents, ensuring proper diagnosis, tracking, and resolution.
- Ensure smooth communication with cross-functional teams regarding upcoming maintenance, incidents, and general network operations.
- Monitor network infrastructure ticket queues, taking action on alerts or tickets per Client-approved SOPs and SLAs.
- Escalate technical issues appropriately to the designated escalation points, ensuring timely resolution.
Process & Service Improvement
- Define and track performance KPIs, such as Mean Time to Repair (MTTR) and network uptime metrics.
- Continuously refine ticketing workflows and incident response processes to improve efficiency.
- Ensure compliance with audit and reporting requirements, maintaining accurate documentation of all network activities.
Team Leadership & Training
- Recruit, train, and mentor NOC engineers, fostering a high-performing team culture.
- Define onboarding processes for new hires, ensuring familiarity with Client tools and troubleshooting methodologies.
- Develop and execute employee retention strategies, ensuring high engagement and satisfaction.
- Conduct regular performance reviews, identifying areas for improvement and career growth.
Required Skills & Qualifications
Technical Skills
- Strong understanding of Data Center Networks: Routing, switching, IP networking, VLANs, DNS, BGP, OSPF, and MPLS.
- Expertise in network troubleshooting: Experience isolating faults and resolving network issues, including circuit and hardware troubleshooting.
- Proficiency in network monitoring tools and incident management frameworks.
- Familiarity with enterprise and service provider network hardware platforms (e.g., Cisco, Juniper, Arista).
- Knowledge of ITIL frameworks, incident response, and best practices in network operations.
Leadership & Management Skills
- Proven experience managing NOC engineers, setting performance expectations, and ensuring SLA compliance.
- Strong ability to manage high-pressure incidents, ensuring timely escalation and resolution of network issues.
- Experience working cross-functionally with network engineers, operations teams, and business stakeholders.
- Ability to optimize operational workflows, reducing ticket resolution times and increasing efficiency.
Experience & Education
- Bachelor’s degree in Computer Science, IT, Networking, or related field (or equivalent experience).
- 8+ years of experience in network operations, data center management, or enterprise IT infrastructure.
- 3+ years of experience leading a NOC team or similar network support function.
- Preferred Certifications:CCNP (Cisco Certified Network Professional)JNCIP (Juniper Networks Certified Professional)ITIL v4 CertificationPMP (for project management experience)
Advertised until:
April 8, 2025
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