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Network Operations Centre Manager

Location: Ottawa, ON
Posted on: October 7, 2022

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. Our employees enjoy a comprehensive Total Rewards Package including attractive time-off policies and an annual bonus plan. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.


The Network Operations Centre Manager is responsible for the day-to-day activities of the Network Operations Centre (NOC) such as managing work-load, workflow, and deliverables. The successful candidate will provide leadership and development in the NOC for troubleshooting methodology, organized thought processes, use of diagnostic tools, and diligence in problem resolution. This person will also interface with appropriate members of cross-functional teams to escalate customer issues and provide recommendations for resolution.

Duties and Responsibilities:

  • Responsible for the team overseeing the monitoring of customer’s March Networks products using hardware, software, and critical thinking, to ensure rapid discovery and resolution of “managed” asset problems
  • Provide analysis and reports of each Managed Services customer, the services provided, and assets managed.
  • Develop new reports as necessary to support new department initiatives
  • Manage the NOC’s email and ticket queue, owning the ticket until resolved to customer’s satisfaction
  • Participate in the identification, review, and implementation of new service offerings to new and existing customers
  • Improve NOC processes for Tier 1 and 2 team, and identify and implement cost savings opportunities where applicable
  • Provide technical guidance and support to NOC team members
  • Ensure that each NOC Specialist receives the appropriate product and systems training to be able to excel at their job, and identify any new training requirements and plan training sessions accordingly
  • Fulfill the responsibilities of other NOC Specialists as needed
  • Ensure all members of the NOC team perform their duties in a professional manner and adhere to company policies and procedures
  • Ensure the NOC team tracks and records all customer communication and ticket work times.
  • Manages:
    • Customer warranties and service entitlements.
    • The rollout of Maintenance Releases and Emergency Patches
    • Secured remote access infrastructure as well as users who must have access to Onprem customers
    • Collaboration with other groups, specifically R&D, PV, Support , and Quality Assurance
    • Relationships with Key customers (NOC accounts)
  • Other related duties as required

Experience and Qualifications:

  • Bachelor’s degree or post-secondary education, preferably in Computer Science, Engineering, or Mathematics, or related work experience
  • Cisco Certified Network Associate (CCNA) certification or CompTIA Network+ and A+ is preferred
  • Minmum 10 years of experience in help desk support in a high-tech environment
  • Minimum 5 years of experience interfacing with customers as well as managing and resolving technical issues in a NOC environment
  • Minimum 3 years of management experience in a NOC environment
  • Experience providing analytical reports to management
  • Sound knowledge of:
    • Database Management
    • Windows OS, MS Office, MS Exchange Server, Active Directory, FTP, PC/Server assembly and repair, routers, switches
    • LAN/WAN, TCP/IP, Ethernet, network support and troubleshooting
    • UNIX/Linux OS
    • Security products, DVR’s, IP cameras, CCTV in general
  • Ability to:
    • Give clear, concise presentations, and produce accurate documentation and reports
    • Remain calm under pressure
    • Manage work schedules in a NOC environment
  • Excellent interpersonal and communication skills
  • Excellent problem-solving skills and ability to work within ambiguous situations
  • Experience dealing directly with senior management whether internal or external
  • Ability to work independently through verbal/written instructions from senior management
  • Customer focused with the commitment to promote and maintain a high level of customer satisfaction
  • Expected to give after hours support on a “general availability” basis

March Networks is an equal opportunity employer and supports a diverse workforce.

Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their application.

Apply now
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