Purpose of the Role<\/p>\n
\tThe NOC (Network Operations Center) Manager is responsible for the overall leadership, performance, and operational effectiveness of the NOC team. This includes overseeing 24\/7 operations, ensuring high levels of network availability and service quality, managing major incidents, and driving continuous improvement in processes, systems, and team performance.
\n\tThe NOC Manager plays a key strategic role in aligning the NOC with business objectives, maintaining service excellence for clients, and ensuring the NOC operates efficiently, effectively, and proactively.<\/p>\n
Key Responsibilities<\/p>\n
Leadership and Team Management<\/p>\n
\tLead and manage the NOC team, including Supervisors and Engineers, ensuring optimal performance across all
\n\tRecruit, train, mentor, and develop staff to maintain a highly skilled, motivated, and customer-focused
\n\tDefine performance expectations, conduct regular reviews, and implement professional development plans.
\n\tFoster a culture of accountability, ownership, and continuous learning within the NOC.
\n\tOversee staff scheduling, ensuring balanced workload distribution and adequate coverage for 24\/7 operations.<\/p>\n
Incident and Problem Management<\/p>\n
\tAct as the escalation point for major incidents, critical service outages, and high-priority client issues.
\n\tLead the coordination of incident response, ensuring clear communication, rapid resolution, and minimal business impact.
\n\tEnsure proper root cause analysis (RCA) is conducted for recurring or high-impact incidents, and corrective\/preventative measures are
\n\tManage post-incident reviews with stakeholders, clients, and technical teams to strengthen resilience and service
\n\tEstablish and maintain effective escalation protocols with vendors, service providers, and internal<\/p>\n
Operational Oversight<\/p>\n
\tOversee all NOC operations to ensure SLA
\n\tcompliance and adherence to internal policies and industry best practices.
\n\tMonitor NOC dashboards, systems, and alerts to ensure proactive issue detection and
\n\tEnsure accurate, consistent, and timely documentation of incidents, changes, and communications in the ticketing
\n\tDevelop and enforce standard operating procedures (SOPs) to streamline workflows and reduce error
\n\tMaintain compliance with all regulatory, contractual, and security requirements relevant to the NOC.<\/p>\n
Client Service and Communication<\/p>\n
\tAct as a senior point of contact for clients during major incidents, ensuring timely updates and professional communication.
\n\tCollaborate with account managers, service delivery, and technical teams to ensure client expectations are consistently met or exceeded.\u00a0
\n\tChampion a client-first approach within the NOC, embedding superior client service as a core principle of
\n\tProvide regular reporting and updates to clients on service performance, incident trends, and improvement<\/p>\n
Performance Measurement and Reporting<\/p>\n
\tDefine, track, and report on key performance indicators (KPIs), including incident response times, resolution times, availability, and client satisfaction.
\n\tAnalyze incident and problem data to identify trends, risks, and areas for improvement.
\n\tDeliver management reports summarizing NOC performance, resource utilization, and service quality.
\n\tImplement data-driven improvements to enhance team productivity and operational efficiency.<\/p>\n
Continuous Improvement and Strategic Input<\/p>\n
\tDrive ongoing improvements in monitoring tools, processes, and automation to increase efficiency and reduce manual intervention.
\n\tIdentify opportunities for proactive measures to prevent service disruptions and optimize network stability.
\n\tStay up to date with industry trends, best practices, and emerging technologies relevant to network operations.
\n\tProvide strategic input into capacity planning, risk management, and technology investments.
\n\tCollaborate with leadership to align NOC objectives with overall business and IT strategy.<\/p>\n
Key Skills and Competencies<\/p>\n
\tStrong leadership and people management skills, with proven experience managing 24\/7 operations teams.
\n\tExcellent communication and interpersonal abilities, capable of managing client relationships at all levels.
\n\tSolid technical knowledge of network infrastructure, monitoring tools, incident management, and service delivery.
\n\tStrong analytical and problem-solving skills, with a data-driven approach to decision-making.
\n\tAbility to work under pressure in high-stakes situations, maintaining clarity and focus.
\n\tStrategic thinking combined with operational execution capabilities.<\/p>\n
Qualifications and Experience<\/p>\n
\tBachelor\u2019s degree in Information Technology, Telecommunications, Computer Science, or related field (or equivalent experience) advantageous.
\n\tMinimum of 4-6 years in a NOC or network operations environment, with at least 3 years in a supervisory or managerial role.
\n\tProven experience with incident and problem management frameworks (e.g., ITIL).
\n\tExperience working with enterprise-grade monitoring systems, ticketing systems, and escalation processes.
\n\tFamiliarity with regulatory and compliance requirements related to network operations.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Frogfoot Networks (Pty) Ltd","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"\"Frogfoot Networks is a leading open-access fibre infrastructure provider specializing in Fibre-to-the-Home (FTTH) and Fibre-to-the-Business (FTTB) services across South Africa. Established in 2010, the company has grown into one of the most respected fibre network operators in the country, committe... read mored to delivering world-class connectivity and exceptional customer service. In addition to our premium fibre solutions, we offer Frogfoot Rise, a flexible and affordable prepaid fibre service designed for underserved communities. With 7, 14, and 30-day packages, free installation, and no contracts, Rise makes fast, reliable internet accessible to more South Africans.\"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[14],"job-types":[24],"class_list":{"0":"post-36988","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-south-africa","7":"job-type-remote"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/36988","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=36988"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=36988"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=36988"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}