Network Operations Center (NOC) Manager

101VOICE provides advanced cloud-based communication solutions with a focus on Unified Communications as a Service (UCaaS). Since 2009, we have delivered highly reliable, secure, and tailored platforms for education, government, and healthcare organizations. Our solutions include flexible interoperability with leading enterprise telephony platforms, streamlined migration paths from legacy PBX environments, and strong integration with public safety and emergency notification systems. We support Informacast-based mass notification, push-to-talk (PTT) and critical communications, and resilient voice architectures designed for education, government, and healthcare environments. Our proprietary Virtual Business Edge (VBE) enhances reliability through LTE failover, intelligent traffic routing, and secure SD-WAN technologies, ensuring continuous communications even during network disruptions. In addition to 101VOICE, this role supports , our systems integration and managed services organization, delivering critical infrastructure, networking, security, and managed IT solutions to the same customer base.

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We are seeking a hands-on Network Operations Center (NOC) Manager to lead and actively participate in daily support operations across 101VOICE and . This is not a purely managerial role. The NOC Manager will work directly alongside the team, handling escalations, troubleshooting complex issues, and engaging with customers via phone, email, and chat. Support tickets span telecom, UCaaS, networking, security, and managed IT services, requiring both technical depth and operational leadership. The ideal candidate thrives in fast-paced environments, understands telecom and IT operations deeply, and leads by example. Key Responsibilities Operational Leadership & Hands-On Support Actively participate in Level 2 / Level 3 troubleshooting for UCaaS, VoIP, networking, and managed IT servicesHandle complex customer escalations across voice, data, SD-WAN, and infrastructureSupport customers via phone calls, email, and chat, especially during critical incidentsEnsure timely ticket resolution while maintaining high service quality NOC Team Management Lead, mentor, and support NOC engineers across both organizationsAssign, prioritize, and track tickets to meet SLAs and uptime commitmentsEstablish clear escalation paths and ensure issues are resolved efficientlyBalance workload distribution while remaining technically engaged Monitoring, Incident & Escalation Management Oversee 24 / 7 monitoring systems and incident response processesDrive root cause analysis (RCA) and post-incident reviewsEnsure proactive identification of recurring issues and long-term fixesCoordinate with internal engineering, provisioning, and leadership teams Security, Reliability & Compliance Ensure compliance with security best practices and operational standardsMaintain high availability for mission-critical customer environmentsSupport encryption, access controls, and compliance requirements relevant to telecom and IT services Cross-Functional Collaboration Work closely with engineering, provisioning, sales, and customer experience teamsProvide operational feedback to improve platform reliability and service deliveryAssist with onboarding, service changes, and infrastructure transitions

Strong experience in network monitoring, troubleshooting, and incident managementProven hands-on technical background in telecom, UCaaS, and / or managed IT environmentsExperience with Cisco Call Manager and familiarity with Mitel systems or other VoIP servicesSolid understanding of VoIP, SIP, networking, firewalls, and SD-WAN conceptsDemonstrated ability to manage escalations and high-pressure incidentsStrong leadership skills with the ability to work side-by-side with technical teamsExcellent written and verbal communication skillsStrong analytical and problem-solving abilities

Preferred Qualifications Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred but not required)Experience in UCaaS, telecom carriers, MSP / MSSP, or systems integrationPrior experience managing or leading a NOC or support operations teamFamiliarity with compliance requirements in education, government, or healthcare environments Core Competencies : Exceptional organizational and multitasking skills.Excellent written and verbal communication skills, with a customer-focused mindset.Ability to adapt quickly to changing priorities and thrive in a fast-paced environment. Personal Attributes We Value Hands-on, detail-oriented, and technically curiousComfortable working independently in the fieldProfessional presence when engaging with customersStrong sense of ownership and accountabilityAble to balance operational urgency with technical rigor All your information will be kept confidential according to EEO guidelines. xklufbp PandoLogic. Keywords : NOC Engineer, Location : Santa Clara, CA - 95055