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**_Puebla_**_, _**_Mexico_**_ _**
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- **Main Purpose of the Role**:
- **_The purpose of a NOC Manager is to ensure high-quality operations within the Network Operations Center by following our quality assurance practices, optimizing workflows, monitoring performance metrics, and fostering team efficiency to deliver reliable IT services and minimize downtime._**
- **Job responsibilities that are specific to the position**:
- **People**- Set goals, plan, and assign tasks to achieve the team’s objectives.
- Ensure open lines of communication within the team and with external stakeholders.
- Address and mediate conflicts to maintain a harmonious work environment.
- Monitor and improve the individual performance of the specialists based on the metrics defined on the scorecards.
- Identify technical gaps and provide training or resources to improve technical skills.
- Ensure proper knowledge transfer for all activities is in place to maintain continuity and consistency in operations.
- Coach to address gaps in technical skills, processes, and procedures.
- Ensure team members receive the necessary tools and technical training to perform their duties.
- Ensure team members have proper access to customers and internal environments to effectively perform their duties- ** Service Delivery**- Make critical decisions during urgent situations, ensuring the team is promptly informed of priority tasks.
- Oversee IT ticket resolution, ensuring process accuracy, quality documentation, and communication.
- Track compliance with SLAs to ensure that service delivery meets agreed-upon standards.
- Monitor key performance indicators (KPIs) such as response times, uptime, and resource utilization to ensure optimal system performance.
- Ensure clear procedures are established for every single alert configured.




** Resource Planning and Allocation**- Allocate resources efficiently to handle various tasks and shifts within the team. - Balance workloads across the team.
- Optimize resource utilization and ensure adequate staffing levels.
- Plan and allocate resources effectively to meet service level agreements (SLAs).
- Generate regular performance reports to evaluate performance and the effectiveness of the activities. (Scorecards).
** Reporting and Analytics**- Analyze data and metrics to identify trends, issues, and areas for improvement.
- Generate and analyze reports on service performance and key performance indicators (KPIs).
- Identify cost-saving opportunities without compromising service quality.
** POSITION REQUIREMENTS - TECHNICAL SKILLS**- Management Experience: At least 3+ years in a management or leadership position, demonstrating the ability to oversee teams, allocate resources efficiently, and balance workloads across shifts.
- Networking Technologies: Solid knowledge of networking technologies, including understanding of protocols, hardware, and troubleshooting network issues.
- Resource Allocation: Ability to optimize resource utilization and ensure adequate staffing levels to meet service level agreements (SLAs).
- Reporting and Analytics: Proficient in generating and analyzing reports on service performance and key performance indicators (KPIs), including the use of scorecards to evaluate team effectiveness.




- Technical and Process Design: Skilled in designing and implementing technical processes that improve operational efficiency and service quality.
- Investigative and Analytical Abilities: Strong skills in analyzing data and metrics to identify trends, issues, and areas for improvement, as well as recognizing cost-saving opportunities without compromising service quality.
- ITSM Foundation: Familiarity with IT Service Management (ITSM) principles and practices, as foundation training is required- ** PROFESSIONAL SKILLS**- Fluent English language skills required: verbal and written communication.
- Self-motivated and disciplined.
- Strong stakeholder relationship management skills.
- Strong investigative and analysis skills.
- Strong technical and process design and implementation skills.
- Strong communication and presentation skills, along with the ability to work in a highly collaborative environment.
- Strong customer focus and ability to manage customer expectations.
- Ability to work creatively and analytically in a problem-solving environment.
- Manages multiple priorities in a high-pressure environment.
- Have strong interpersonal and communication skills: capable of training users in complex topics and making presentations to internal groups.
- Excellent organizational skills with the ability to visualize the big picture and manage last-minute details.
**Benefits**:
- Medical, Dental, and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.
- **PTOs**:
- Vacation Days.
- **Save on commute**:
- Paid office parking.
- **Discount Programs**:
- Medical-related discounts.** Prime location**:
- In the heart of Puebla, with views of Popocatepetl vo

📌 Network Operations Center Manager (Heroica Puebla de Zaragoza)
🏢 Exactlyit
📍 Heroica Puebla de Zaragoza