Operations Center Manager (NOC) / Network Support and Help Desk

We are looking for an Operations Center Manager (NOC) to lead the Help Desk and Network Operations Center operation, ensuring service continuity, compliance with Service Level Agreements (SLA), and the coordination of the technical teams assigned to the project. You will be responsible for supervising operations, managing critical incidents, coordinating with clients and providers, preparing management reports, and ensuring the correct execution of the service in accordance with established standards.

Responsibilities

• Administer the Operations Center (NOC) and the Help Desk.
• Supervise and lead the technical support team.
• Guarantee compliance with established SLAs.
• Coordinate the response to critical incidents.
• Manage relationships with clients, operators, and providers.
• Prepare performance and service level reports.
• Analyze indicators and propose continuous improvements.
• Coordinate technological projects and the follow-up of deliverables.
• Train and guide technical personnel.
• Ensure the operational continuity of services.

Requirements

• Bachelor's degree in Systems Engineering, Telecommunications, Networks, Electronics, Cybersecurity, or related fields.
• ITIL V4 Foundation certification (mandatory).
• Hold at least one current certification: CCNA, CompTIA Security+, CISSP, CCSA, CCSE, NSE, or equivalent.
• Minimum 5 years of experience in help desks and network support.
• Minimum 3 years of experience leading work teams.
• Minimum 3 years of experience in technological project management.
• Experience in monitoring, security, and network administration platforms.
• Knowledge in operating systems administration.
• Intermediate or advanced English.
• Availability to attend to critical incidents when required.

Competencies

• Leadership.
• Planning and organization.
• Decision making.
• Effective communication.
• Results orientation.
• Negotiation.
• Working under pressure.
• Strategic thinking.

-Requirements-

• Minimum education: University
• 5 years of experience
• Age: between 32 and 48 years

Keywords:

lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, operations, operaciones, apoyo, support, soporte, smo, social, red, community, help, auxilio