Client Engagement & On-Site Representation
- Serve as the primary on-site point of contact for the client’s network operations leadership and stakeholders.
- Represent our organization professionally and credibly at the client site — in daily stand-ups, governance meetings, war rooms, and executive reviews.
- Build and maintain a trusted advisor relationship with client stakeholders; understand their business priorities and align NOC delivery accordingly.
- Manage client escalations end-to-end, ensuring rapid response, transparent communication, and a clear path to resolution.
- Identify opportunities to expand or improve services in alignment with the client’s evolving needs, and coordinate with our internal account team.
Leadership & Team Management
- Lead, mentor, and develop a 24/7 team of NOC engineers, analysts, and shift leads deployed on the client engagement.
- Manage shift schedules, workload distribution, and on-call rotations to ensure uninterrupted coverage.
- Set clear team objectives, KPIs, and individual development plans aligned with both internal and client goals.
Operations & Incident Management
- Oversee 24/7 monitoring, incident response, and service restoration across the client’s network infrastructure.
- Ensure adherence to contracted Service Level Agreements (SLAs) and operational metrics; report performance to both client and internal leadership.
Communication & Stakeholder Engagement
- Translate complex technical situations into plain-language briefings for non-technical client stakeholders and C-level leadership.
- Author and review incident reports, executive summaries, RCA documents, post-mortems, status dashboards, and operational documentation — all client-grade quality.
Strategy, Process & Continuous Improvement
- Analyze incident trends, KPIs, and root causes to identify opportunities for automation, tooling improvements, and operational efficiency.
- Drive automation initiatives for monitoring, alerting, ticketing, and routine NOC tasks within the client environment.
- Collaborate cross-functionally with Network Engineering, Security, Cloud, DevOps, and Customer Success teams — on both our side and the client’s side.
- Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Electrical Engineering, or a related field (equivalent experience considered).
- 6+ years of progressive experience in network operations or IT service management, including 2+ years in a NOC leadership role.
- Prior experience in a client-facing, on-site, or embedded delivery role with an external customer is strongly preferred.
- Proven track record of leading 24/7 operations teams in high-availability, mission-critical environments.
- Strong understanding of network protocols (TCP/IP, BGP, OSPF, MPLS, VLANs), routing/switching, firewalls, and WAN/LAN architecture.
- Hands-on experience with network monitoring and ITSM tools such as SolarWinds, Nagios, Splunk, PRTG, Datadog, ServiceNow, GrafanaRemedy, or Jira, Pagerduty.
- Experience working with cloud environments (AWS, Azure, or GCP) and hybrid infrastructure.
Because this role is client-facing and embedded at the client site, exceptional communication ability is the single most important attribute. The successful candidate must demonstrate:
- Excellent verbal communication — able to lead client conference bridges during major incidents, brief client executives confidently, and de-escalate tense conversations with senior client stakeholders.
- Strong written communication — produces clear, well-structured, client-grade incident updates, executive summaries, RCA reports, and SOP documentation.
- Executive presence and professional demeanor on-site — represents our organization with credibility, polish, and confidence in front of the client at all times.
- Active listening and stakeholder empathy — adapts tone and depth to the audience, whether client engineers, client executives, end-users, or vendors.
- Ability to remain calm, articulate, and composed under pressure during high-severity outages and difficult client conversations.
- Skilled at facilitating cross-functional discussions across two organizations (ours and the client’s), driving alignment, and resolving conflicts diplomatically.
- Comfortable presenting operational metrics, trends, and recommendations to senior and executive client leadership in MBR/QBR forums.
- Fluency in English (written and spoken) required; additional languages aligned to the client’s geography are a plus.
- Prior experience in a Managed Services Provider (MSP), systems integrator, or consulting environment delivering services to enterprise clients.
- Experience with network automation tools (Ansible, Python scripting) technologies.
- Familiarity with security operations and SOC collaboration.
- Master’s degree in a relevant technical or management discipline.
- Client relationship management and stakeholder influence
- Leadership and team development
- Decision-making under pressure
- Analytical thinking and root-cause analysis
- Process orientation and continuous improvement mindset
- Customer focus and service-orientation
- Adaptability in a fast-paced, evolving client environment
