NOC Manager

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of Pharma Cord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications.

Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients.

The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana.

To learn more about Valeris, please visit

The Manager, NOC Operations & Service Reliability is responsible for establishing, operating, and continuously improving the Valeris Network Operations Center (NOC). The role provides leadership for 24x7 monitoring, incident operations, priority incident and service restoration, operational governance, partner management, reporting, service onboarding, escalation management, and continuous service improvement. This position serves as the operational owner for service visibility, monitoring coverage, runbook governance, Service Now integration, operational reporting, and NOC service delivery across infrastructure, cloud, SaaS, applications, Kubernetes, APIs, databases, storage, and backup services.

The role ensures operational readiness, accountability, and execution of the Valeris NOC operating model while maintaining alignment with business priorities, service commitments, and operational objectives. The NOC operating model includes 24x7 monitoring, event triage, incident coordination, runbook-based remediation, structured escalation, Service Now lifecycle management, dashboards, reporting, and continuous improvement.

• NOC Operations & Service Monitoring Lead 24x7 monitoring operations for network, infrastructure, cloud, and SaaS systems
• Ensure visibility across:
  Network (LAN/WAN, firewalls, load balancers) Servers, compute, storage, Kubernetes environments, API services, databases Azure IaaS/PaaS and SaaS platforms (M365, etc.)
• Establish service-level monitoring aligned to business services and dependencies
• Oversee alerting strategy (thresholds, anomaly detection, service impact)
• Drive end-user experience monitoring and SaaS observability
• Define service criticality, ownership, escalation paths, monitoring standards, and alert requirements.
• Drive monitoring quality, service visibility, alert tuning, and noise reduction initiatives
• Ensure all monitored services have documented owners, escalation contacts, runbooks, and support procedures.
• NOC Deployment & Service Onboarding Establish and maintain service inventory and ownership records.
• Define service onboarding standards and operational acceptance requirements.
• Lead monitoring deployment activities
• Validate operational readiness before production support acceptance
• Ensure onboarded services include:
  Monitoring Alerting Escalation paths Runbooks Service Now integration Reporting requirements Govern service transition into 24x7 operational support
• Incident, Problem & Change Management (ITIL) Own escalation model and execution of:
  Incident management Problem management (root cause analysis) Change coordination (as applicable)
• Ensure all incidents include:
  Business impact Root cause Resolution actions Lead P1/P2 incident response, including bridge calls and leadership communications Drive MTTR reduction and SLA adherence
• Vendor & Service Governance Own the operational relationship with NOC service providers and staff augmentation resources. Govern support boundaries and escalation responsibilities. Manage service performance review cadence. Conduct:
  Daily Service Review (Stand up) Weekly Operational Reviews Monthly Service Reviews Quarterly Business Reviews Track SLA attainment and service delivery performance. Review partner reports and operating metrics. Drive accountability for service commitments
• Runbooks, Automation & Knowledge Management Establish and maintain…