Technical NOC Manager

Job Details:

• We’re seeking a senior NOC leader to own and mature the company’s global Network Operations Center, leading a 12-person team across the U.S. and India. This role will focus on raising operational maturity, developing shift leadership, driving incident excellence, and reducing executive dependency during major incidents.

Role Purpose:

• Senior leader to own and mature Discount Tire’s NOC operations.
• Will lead/manage ~12 people (mix of US-based FTEs/contractors and offshore partner Aculight in India).
• Primary goal: raise NOC maturity, create shift leadership structure, and reduce Bala/Teresa dependency on bridge calls.

Responsibilities:

• Act as NOC Leader for ~12 resources (6–7 US, 6–7 India).
• Drive ticket quality in ServiceNow (better categorization/descriptions).
• Lead bridge calls confidently (major incidents ~10 per month).
• Train and upskill 3 shift leads to independently manage issues.
• Support store connectivity: 50 new stores per year, 300 sites with broadband/Starlink backup.
• Own incident response process (Azure/AWS app flow knowledge eventually required).
• Mentor and grow engineers into shift leads.
• Ensure smooth follow-the-sun coverage.

Environment / Tools:

• ServiceNow (ticketing)
• Cisco/Meraki networking stack
• Azure/AWS awareness
• Firewall/routing fundamentals

Skills & Certifications:

• Senior networking background (Cisco preferred).
• Strong leadership/personality (confident, vocal on bridge calls).
• Must understand application flow, not just infra.
• CCNP or higher strongly preferred.
• Experience managing both contractors and vendors.