NOC Technical Manager; Onsite in Holland, OH

General Summary

Velocity is seeking an experienced NOC Technical Manager to provide technical leadership and operational oversight for Velocity's 24/7/365 Network Operations Center (NOC). The NOC Technical Manager is responsible for ensuring the effective monitoring, management, troubleshooting, and escalation of network and infrastructure events while maintaining high standards for service availability, performance, and customer satisfaction. This role serves as a key technical leader within the NOC, partnering with NOC Leadership, NOC Engineering Staff, Network Engineering, Service Delivery, and other technical teams to ensure timely resolution of incidents and continuous improvement of NOC operations.

The NOC Technical Manager will also provide technical guidance, develop operational standards, analyze performance metrics, and lead initiatives designed to improve network reliability, incident response, and overall service delivery.

• Provide technical leadership and oversight for the 24/7/365 Network Operations Center.
• Oversee the monitoring, identification, troubleshooting, and escalation of network, infrastructure, and service-impacting events.
• Lead and develop Tier 2 NOC Engineers, NOC Supervisors, and Escalation personnel.
• Serve as a technical escalation point for complex incidents and operational issues.
• Ensure NOC personnel follow established technical procedures, troubleshooting methodologies, and escalation paths.
• Partner with Network Engineering and other technical teams to resolve complex network and infrastructure issues.
• Support staffing, scheduling, and shift coverage to ensure continuous NOC operations.

• Oversee network and systems monitoring to identify outages, performance issues, alarms, and potential service disruptions.
• Ensure incidents are properly prioritized, documented, escalated, and resolved within established service level requirements.
• Provide technical leadership during major incidents, network outages, and customer-impacting events.
• Coordinate cross-functional technical response efforts during critical incidents.
• Ensure timely and accurate communication regarding service-impacting events.
• Conduct and/or oversee post-incident reviews and identify opportunities to prevent recurring issues.
• Monitor incident trends and identify recurring technical problems requiring corrective action.

• Establish, monitor, and improve technical KPIs, SLAs, and service quality metrics.
• Analyze NOC performance data to identify trends, risks, and opportunities for improvement.
• Develop and maintain technical SOPs, troubleshooting guides, workflows, escalation procedures, and knowledge-base documentation.
• Ensure operational processes align with customer commitments and internal service standards.
• Prepare and present NOC performance reports, technical trends, incident summaries, and recommendations to leadership.
• Monitor team performance and provide coaching and development to improve technical capabilities and service delivery.

• Identify opportunities to improve network monitoring, incident response, troubleshooting, escalation, and service delivery processes.
• Evaluate and recommend improvements to NOC tools, technologies, workflows, and procedures.
• Support automation initiatives designed to improve monitoring, alerting, reporting, and operational efficiency.
• Lead technical projects and special initiatives that improve network reliability and NOC performance.
• Collaborate with technical leadership to develop and implement scalable NOC processes and standards.
• Maintain awareness of emerging technologies, monitoring practices, and industry standards relevant to Network Operations.

• Establish clear performance expectations and technical standards for NOC personnel.
• Conduct regular coaching, performance reviews, and employee development discussions.
• Identify technical skills gaps and develop training opportunities for NOC team members.
• Promote knowledge sharing and collaboration across NOC shifts and technical teams.
• Foster a culture of accountability, continuous learning, customer focus, and operational excellence.
• Ensure appropriate onboarding and ongoing technical training for NOC employees.

• Bachelor’s degree in Information Technology, Computer Science, Networking, or a related field preferred; equivalent technical experience will be considered.
• Minimum 5 years of experience in Network Operations, NOC, IT Operations, Network Engineering, or a related technical environment.
• Minimum 3 years of technical leadership or management experience within a NOC, Network Operations, IT Operations, or related technical environment.
• Strong understanding of network operations, monitoring, alerting, troubleshooting, and incident management.
• Experience working with network monitoring and management tools.
• Strong…