NOC Manager

Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver smarter internet solutions, simplify the customer experience, and increase property valuations.

At Smartaira we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and urgent responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day.

Role Summary:

The NOC Manager is a key leadership role responsible for overseeing the Network Operations Center (NOC), ensuring the stability, performance, and security of Smartaira’s ISP network infrastructure. This position manages NOC Agents and NOC Team Leads, collaborates with Network Engineers, and drives operational excellence to deliver reliable service to subscribers. The NOC Manager provides escalation support, works with frontline Care support, and leads process improvements and training, with a strong emphasis on managed Wi-Fi solutions. Flexibility, foresight, and confidentiality regarding high-level systems are essential.

We rely on our associates for flexibility and foresight, while maintaining confidentiality related to high-level systems and operations.

Supervisory Responsibilities

• Recruits, interviews, hires, and trains new staff in the department.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.

Duties & Responsibilities

• Oversee daily NOC operations, ensuring network monitoring, issue detection, and resolution align with company standards and SLAs.
• Manage and mentor NOC Agents and NOC Team Leads, assigning responsibilities, redistributing workloads, and fostering team development.
• Collaborate with Network Engineers to troubleshoot complex network issues, implement upgrades, and enhance network security protocols.
• Develop and maintain training programs, SOPs, decision trees, and test scenarios to upskill NOC staff and ensure consistent performance.
• Coordinate with Construction/Field Services and other departments for property installations, maintenance, and resource planning.
• Monitor ticket escalations, manage special projects, and ensure timely resolution of network impairments or outages.
• Partner with leadership to design and enforce network health monitoring strategies using advanced tools and system alerts.
• Schedule and communicate maintenance windows, ensuring minimal disruption and clear stakeholder updates.
• Provide support outside normal hours when critical issues arise, with flexibility to adapt to operational needs.
• Other directives as required.

Skills & Abilities

• Exceptional leadership and team management skills, with a proven ability to drive collaboration and accountability in a technical environment.
• Hands-on expertise with Network Management Systems (NMS) like Zabbix, SolarWinds, or similar platforms for real-time monitoring and alerting.
• Deep familiarity with Cambium and Ruckus platforms, including configuration, optimization, and troubleshooting of managed Wi-Fi and networking gear.
• Strong interpersonal and customer service skills, paired with a professional, solution-focused demeanor.
• Outstanding communication skills, both oral and written, to bridge technical teams and non-technical stakeholders.
• Proficient in Microsoft Office Suite; experience with network diagnostic tools (e.g., Wireshark, SNMP) is a strong plus.
• Sharp analytical and problem-solving skills, with a knack for dissecting complex network issues under pressure.
• Highly organized and detail-oriented, excelling at juggling multiple priorities in a fast-paced setting.
• Flexibility to work outside normal business hours when critical network demands arise.

Education & Experience

• Bachelor’s degree in a related field (e.g., IT, Networking, Computer Science) preferred.
• Minimum of five years of experience in network operations.
• At least two years in a supervisory or leadership role.
• Experience in an ISP environment and with managed Wi-Fi solutions is highly preferred.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.