NOC Manager

About Mobiz

Mobiz is a global technology services leader, Microsoft-aligned managed services and cloud solutions provider, empowering mid-market and enterprise organizations across North America and the Middle East. We deliver end-to-end IT operations, Modern Work and Security, Data and AI, cybersecurity, infrastructure, and digital transformation services—driving resilience, innovation, and measurable business impact at scale.

With a Solutions Partner designation and active pursuit of Azure Expert MSP status, Mobiz combines the agility of a boutique consultancy with the delivery rigor of a tier-1 integrator. Our NOC and SOC teams operate as the always-on backbone of client environments, monitoring thousands of endpoints, network nodes, and cloud workloads around the clock.

What Can You Expect?

Every day at Mobiz we work with a deep sense of purpose. We continuously innovate. Our mission is to empower our clients to do more through transformation. You’ll work in a collaborative environment alongside highly talented people that improve client operations and exceed expectations. We strive to simplify technology challenges, and no less.

Who Are We Looking For?

The NOC Manager is responsible for the operational leadership of Mobiz's 24×7 Network Operations Center, ensuring continuous visibility, rapid response, and proactive management of client infrastructure across cloud, network, and endpoint environments. Reporting to the Director of Engineering, this role combines strategic oversight of NOC tooling and monitoring platforms with direct team leadership, shift governance, and escalation authority. The ideal candidate brings deep operational experience in a managed services or enterprise NOC environment, a strong automation mindset, and the leadership presence to maintain operational discipline under pressure.

Key Responsibilities

1. NOC Operations & Monitoring

Own 24×7 monitoring operations across all client environments including cloud (Azure), network (firewalls, switches, WAN), server, and endpoint.

Define and maintain alert thresholds, escalation paths, and on-call runbooks in collaboration with engineering leads.

Oversee the full alert lifecycle, including detection, triage, escalation, resolution, and post-incident review, within ServiceNow ITSM.

Drive alert noise reduction through tuning, suppression policies, and automation; target sustained false-positive rate below 10%.

Ensure RMM (Remote Monitoring & Management) platform health, coverage completeness, and agent deployment consistency across all client tenants.

Maintain real-time NOC dashboards and status visibility for internal stakeholders and escalating client contacts.

2. Incident & Escalation Management

Serve as the senior escalation authority for P1 and P2 incidents; lead or co-lead Major Incident Management (MIM) bridge calls.

Ensure MTTA targets are met for all priority incidents; enforce SLA timers and breach-prevention workflows.

Coordinate cross-functional escalation to engineering towers (cloud, network, security, EUS) with clear handoff documentation.

Conduct post-incident reviews (PIRs) for all P1 events; drive action items through to closure in Problem Management.

3. Team Leadership & Shift Governance

Lead, schedule, and develop a team of NOC analysts across multiple shifts (including nights/weekends/on-call rotations).

Conduct structured 1:1s, performance reviews, and skills assessments aligned to Mobiz's engineer tiering and certification framework.

Define shift handover procedures, ensuring full operational context is transferred at each shift boundary without information loss.

Build a culture of proactive monitoring, documentation discipline, and continuous improvement within the NOC team.

Identify training needs and coordinate upskilling in Azure Monitor, network fundamentals, and security tooling.

4. Tooling, Automation & CSI

Own the NOC tooling stack including RMM, SIEM integration, alerting platforms, and NOC dashboards ensuring platforms are current and optimized.

Partner with the engineering and automation teams to build alert-to-ticket automation pipelines, reducing manual triage effort.

Lead Continual Service Improvement (CSI) initiatives: track recurring alert patterns, eliminate noise, and drive root cause remediation.

Develop and maintain runbooks, triage playbooks, and knowledge base articles for all monitored service lines.

Evaluate and recommend tooling enhancements; contribute to NOC platform roadmap decisions with the Director of Engineering.

5. Client & Stakeholder Reporting

Prepare and deliver monthly NOC performance reports covering SLA adherence, MTTD/MTTA/MTTR trends, and alert volume analysis.

Coordinate with Account Management on client-facing service reviews; present NOC metrics with clear business context.

Manage client communication during active P1 incidents for status updates, ETA commitments, and post-incident summaries.

Collaborate with the Security Operations practice on shared incident queues, threat alert routing, and SOC/NOC integration points.

Candidate Profile: Requirements & Preferred Qualifications

Required Qualifications

Bachelor’s/Master’s degree in Computer Science or related field.

6+ years' experience of IT infrastructure or network operations with 2 years in a NOC supervisory or management role.

Proven experience managing a 24×7 NOC or operations center in a managed services provider (MSP) or multi-client environment.

Strong understanding of network fundamentals, including TCP/IP, BGP/OSPF, VLANs, SD-WAN, DNS, DHCP, VPN, and firewall policy management.

Hands-on experience with enterprise firewall platforms such as Palo Alto Networks, Fortinet FortiGate, WatchGuard, or Cisco Meraki.

Experience with RMM platforms (ConnectWise Automate, N-able, Datto RMM, or equivalent) and ITSM tools, with strong preference for ServiceNow.

Familiarity with cloud monitoring tools including Azure Monitor, Log Analytics, Azure Alerts, and Microsoft Sentinel or equivalent SIEM platforms.

ITIL v3/v4 Foundation or higher, with demonstrated application of Incident, Problem, and Change Management in an operational context.

Proven ability to lead teams under pressure with strong decision making and communication skills during high severity incidents.

Preferred Qualifications

Microsoft certifications: AZ-104 (Azure Administrator), AZ-700 (Azure Network Engineer), or SC-200 (Security Operations Analyst).

Network certifications: CCNA, PCNSE (Palo Alto), NSE4/NSE5 (Fortinet), or equivalent.

Experience integrating NOC and SOC workflows including alert triage, threat correlation and tools such as CrowdStrike Falcon or Microsoft Defender for Endpoint.

Scripting and automation experience using PowerShell, Python, or KQL for alert tuning, runbook automation, and dashboard development.

Familiarity with Azure Virtual Desktop (AVD), Citrix, or VDI environments in an MSP context.

Experience with Business Continuity and Disaster Recovery (BCDR), including Azure Site Recovery, Azure backup job alerting, Recovery Services Vault health.

Core Technical Skill Set

The following technologies and platforms are central to success in this role:

ITSM & Operational Management: ServiceNow (Incidents, Alerts, Changes, Problems, Knowledge)

Cloud Monitoring & Observability: Azure Monitor, Log Analytics, Azure Alerts, Azure Network Watcher

Security & SIEM: Microsoft Sentinel, CrowdStrike Falcon, Microsoft Defender XDR

Network Security & Infrastructure: Palo Alto Panorama, Fortinet FortiManager, WatchGuard, Cisco Meraki. Microsoft EntraID, Conditional Access, Privileged Identity Management (PIM)

Productivity & Collaboration: Microsoft 365, Teams, SharePoint, Dynamics 365 CRM

Automation & DevOps: PowerShell, KQL, n8n, GitHub (Mobizinc organization), Azure Automation

Business Continuity & Disaster Recovery: Azure Site Recovery, Azure Bac