Manager of System Engineering and NOC

Description:

Who We Are

Behind every one of our solutions is our greatest asset, our people. At Powernet, we’re driven by our shared goals, innovative spirit, and dedication to excellence. Our collaborative culture empowers each team member to make an impact, both in their work and in the community. We offer a welcoming, growth-oriented environment where personal and professional success align to deliver real business results.

Who You Are

You are a strategic technical leader with a deep mastery of systems engineering and NOC operations. You thrive on ensuring the stability, security, and scalability of complex managed environments while driving a culture of operational excellence. A natural problem-solver and collaborator, you possess the rare ability to balance high-level infrastructure strategy with the hands-on rigor required for escalation management and SLA adherence. You aren’t just a manager; you are a continuous improver who is passionate about refining process governance and leading cross-functional teams to deliver a world-class service experience.

Perks You'll Enjoy

• 5 weeks PTO
• Flexible work arrangements
• Anniversary gift plan
• Employee referral program
• $350 annual wellness credit
• Health, visions, dental, life insurance available
• HSA account
• 401k matching

Essential Duties and Responsibilities

• Support and champion the mission, vision, and values of Powernet.
• Provide leadership, direction, and accountability for Systems Engineering and NOC teams.
• Formulate and implement IT and operational strategy aligned with organizational goals.
• Drive a culture of ownership, accountability, responsiveness, and customer-centric service.
• Serve as a senior escalation point for complex technical issues and service-impacting incidents.
• Partner with VP of Engineering and executive leadership on strategic planning, capacity planning, and infrastructure roadmap initiatives.
• Coordinate with the Product Team on new product offerings and operational readiness.

NOC Operations & Support Management

• Own day-to-day performance and operational effectiveness of the NOC.
• Establish and enforce NOC service standards, SLAs, KPIs, and escalation procedures.
• Monitor ticket queues, response times, resolution times, backlog trends, and service metrics.
• Ensure proper triage, prioritization, and escalation of incidents.
• Develop and maintain 24x7 on-call rotation schedules for escalated issues and outage response.
• Lead major incident response efforts, including communication coordination and root cause analysis.
• Oversee proactive monitoring systems and ensure alerts are actionable and documented.
• Ensure proper handoff between Engineering and NOC for project-to-support transitions.
• Implement quality assurance reviews of tickets, documentation, and customer communication.
• Drive continuous improvement in NOC workflows, automation, and process efficiency.
• Ensure consistent documentation.

Systems Engineering Oversight

• Coordinate the design, testing, implementation, and management of Powernet systems and infrastructure.
• Oversee maintenance, upgrades, and optimization of servers, networks, firewalls, and core infrastructure.
• Ensure system integration across platforms to improve efficiency and data sharing.
• Install and configure hardware/software as required.
• Evaluate, test, and develop new technologies and products as directed by the VP of Engineering.
• Develop and enforce security policies and procedures to protect organizational and customer data.
• Stay current with emerging technologies and assess impact to service offerings.

Project Oversight

• Oversee IT projects from inception to completion for both customer and internal initiatives.
• Define project scope, goals, timelines, and deliverables in collaboration with stakeholders.
• Assign appropriate engineering resources and ensure project accountability.
• Monitor progress, manage risk, and resolve issues to keep projects on track and within budget.
• Ensure all project documentation is complete and properly transitioned to support.
• Conduct project closure reviews and post-project evaluations.
• Ensure deliverables meet stakeholder expectations and SLA requirements.

Team Management & Development

• Conduct regular 1:1 check-ins, coaching sessions, and performance evaluations.
• Develop career progression paths for Engineers and NOC technicians.
• Recruit, train, mentor, and develop technical staff.
• Ensure team members receive progressive assignments and ongoing technical training.

Requirements:

Job Requirements

• Minimum of 3 years’ experience with working at an MSP.
• Bachelor’s Degree or equivalent certifications and experience. Advanced understanding of IP networking.
• Understanding of telephony.
• Troubleshooting and experience with carriers, vendors, and customers.