Job Description

Job Title: NOC Manager
Location: Tygervalley, Cape Town
Employment Type: Permanent, Full-time
Work Arrangement: On-site
Work Hours: 24/7 Rotational Shifts (2-2-4 Shift Rotation)
Salary: R30,000 - R40,000 CTC per month
Job Overview:
Our client is seeking a NOC Manager to lead, mentor, and manage a team of Control Room
Operators (Tier 1) within their 24/7 support center. As the NOC Manager, you will oversee the day-
to-day operations of the Network Operations Center (NOC), ensuring efficient monitoring,
troubleshooting, and incident management. Your leadership will be pivotal in driving performance,
maintaining high service standards, and providing strategic oversight on all technical and operational
processes within the NOC team.
You will be responsible for coordinating the activities of the Control Room Operators, implementing
best practices for incident response, and ensuring that all team members are adequately trained to
manage incidents, escalate issues, and maintain uptime.
This is an excellent opportunity for an experienced professional who thrives in a fast-paced, dynamic
environment and has a proven track record in team leadership, operational efficiency, and technical
expertise.
There is a lot of room for growth in the organisation as well.
Key Responsibilities:
1. Team Management & Leadership:
o Lead, manage, and mentor a team of Tier 1 Control Room Operators in a 24/7
environment.
o Foster a high-performance culture, ensuring team members maintain operational
efficiency and a strong customer service mindset.
o Conduct regular performance reviews and provide constructive feedback.
o Manage shift rotations and ensure adequate staffing at all times.
o Develop and implement training programs to enhance the team's technical
knowledge and customer service skills.
2. Incident & Problem Management:
o Oversee incident management, ensuring that critical issues are logged, tracked, and
escalated as necessary.
o Coordinate between internal teams, vendors, and customers to resolve complex
technical issues promptly.
o Ensure adherence to Standard Operating Procedures (SOPs) for incident
management, escalation, and resolution.
o Maintain real-time awareness of network and system status, responding to and
mitigating issues proactively.
3. Operational Monitoring & Reporting:
o Monitor NOC activities and metrics to ensure that key performance indicators (KPIs)
and service level agreements (SLAs) are consistently met.
o Provide regular reports on team performance, incident resolution, and uptime
statistics to senior management.
o Analyze and report on trends in system performance and incidents, making
recommendations for improvements to prevent recurring issues.
4. Process Improvement:
o Identify opportunities for process improvements to streamline operations and reduce
downtime.
o Work with IT and operations teams to implement proactive monitoring and
troubleshooting practices.
o Ensure the NOC team follows all compliance requirements related to security, data
protection, and operational best practices.
5. Stakeholder Collaboration:
o Act as the primary point of contact between the NOC and other internal teams, such
as IT, Network, and Operations.
o Provide technical guidance and support to teams dealing with escalated issues or
operational concerns.
o Ensure effective communication and collaboration between cross-functional teams,
especially during high-impact incidents.
6. Tools & Systems Management:
o Oversee the use and maintenance of monitoring tools (e.g., Zabbix, PRTG,
SolarWinds) used by the NOC team.
o Stay updated with the latest monitoring technologies and ensure tools are properly
configured to detect, report, and respond to incidents.
7. Training & Development:
o Continuously assess the skill set of the NOC team and recommend/implement
necessary training and development programs.
o Develop and maintain a comprehensive knowledge base for troubleshooting and
incident resolution.
Experience & Qualifications:
Required:

• Minimum of 3-5 years of experience in a Network Operations Center (NOC), Control Room, or

IT Support role, with at least 2 years in a supervisory or management capacity.

• Strong understanding of network monitoring tools (Zabbix, PRTG, SolarWinds) and incident

management systems.

• Proven experience in managing 24/7 support teams, preferably within an IT or network

operations environment.

• Excellent understanding of IT infrastructure, network protocols (LAN/WAN), firewalls, and

security systems.

• Strong problem-solving abilities, with a focus on quick decision-making and issue resolution

in high-pressure situations.

• Ability to work on rotational shifts, including nights, weekends, and holidays, as required.

Preferred:

• Bachelor's degree in Computer Science, Information Technology, or a related field is

advantageous.

• Certifications such as CompTIA Network+, ITIL, Cisco CCNA, or equivalent.

• Experience in cybersecurity and understanding of best practices for secure network

operations.

• Strong background in incident management frameworks (ITIL, COBIT).

Skills & Attributes:

• Leadership & People Management: Strong ability to lead teams, inspire productivity, and

manage diverse personalities in a high-stress environment.

• Communication: Exceptional written and verbal communication skills, with the ability to

effectively communicate with internal teams, vendors, and customers.

• Analytical & Critical Thinking: Excellent at troubleshooting complex systems and identifying

root causes of recurring issues.

• Customer-Focused: A customer-centric mindset, with an emphasis on service excellence and

operational continuity.

• Adaptability: Comfortable with change and able to adapt processes and strategies in a fast-

moving environment.