SENIOR MANAGER - NOC, APAC

Job Summary

The Manager is responsible for leading the Network Operations Center (NOC) across the Asia Pacific region, ensuring the delivery of high-quality managed services, operational excellence, customer satisfaction, and business value.
The role is accountable for service delivery governance, operational performance, people leadership, service onboarding, ISO 27001 compliance support, customer engagement, automation initiatives, and continuous improvement programs. The incumbent will drive operational efficiency, cost optimization, and service innovation while ensuring the NOC remains scalable, secure, and aligned with business objectives.

Job Description

• Leadership & People Management
  Lead, manage, and develop Leads, Engineers, and Specialists across the NOC , SOC and AVNOC Teams.
  Define departmental objectives, KPIs, and operational targets aligned with organizational goals.
  Build a high-performance culture focused on accountability, customer excellence, collaboration, and continuous learning.
  Manage workforce planning, resource allocation, succession planning, and capability development.
  Conduct regular performance reviews, coaching, mentoring, and career development activities.

• Service Delivery Management
  Own the end-to-end operational performance of all managed services delivered through the teams.
  Ensure achievement of contractual SLAs, KPIs, OLAs, and customer commitments.
  Oversee Incident, Request, Problem, Change, Event, and Major Incident Management processes.
  Drive customer satisfaction and service improvement initiatives.
  Ensure 24x7 operational readiness and service continuity across supported environments.
  Lead operational reviews and service governance meetings with customers and stakeholders.

• Governance, Risk & Compliance
  Establish and maintain operational governance frameworks, policies, procedures, and standards.
  Ensure compliance with company policies, contractual obligations, and regulatory requirements.
  Support the implementation and continual improvement of ISO 27001 Information Security Management System (ISMS) requirements within operations.
  Participate in internal audits, external audits, risk assessments, and compliance reviews.
  Ensure operational risks are identified, assessed, monitored, and mitigated appropriately.
  Maintain business continuity and disaster recovery readiness for major managed services.

• Service Onboarding & Service Enablement
  Govern the onboarding of new customers, services, technologies, and support offerings into operations.
  Ensure operational readiness, monitoring, reporting, support processes, documentation, and escalation procedures are established before service go-live.
  Collaborate with Service Delivery, Engineering, Security, Product, and Business teams to transition new services into operational support.
  Continuously enhance capabilities to support business growth and emerging service offerings.

Education

Skills