VP, NOC Operations

Job Description

Job Summary

We are seeking a highly skilled and motivated VP, NOC Operations to lead and manage our 24/7 team of technicians responsible for handling customer calls, Event monitoring, remediation of Incidents and managing Lifecycle Configuration of Leased assets. This role is directly responsible for ensuring uptime for our clients by maintaining an ITIL centric approach and continually optimizing NOC processed to analyze trends and minimize downtime. A successful candidate will bring strong leadership, technical networking expertise, and strategic vision to drive excellence in NOC operations, ensuring the highest level of customer satisfaction and efficient service delivery.

Job Description

Core Responsibilities:

​Team Leadership and Management:

• Provide strong leadership to a team of NOC technicians, Tier 2/3/4 Engineers, NOC Directors, fostering a positive work environment encouraging professional growth, and promoting collaboration.
• Oversee the scheduling, training, performance evaluations, process workflows, and development plans for NOC teams.
• Set clear performance goals, monitor progress, and implement strategies to enhance team efficiency and effectiveness.

24/7 NOC Operations:

• Ensure 24/7 coverage of the NOC, managing shifts and rotations to maintain continuous support for clients.
• Monitor real-time alerts, incidents, and requests from customers, and coordinate technician responses to resolve issues promptly.
• Maintain a consistent Assurance response with our customers and govern a NOC escalation process.
• Collaborate and partner with others to communicate with and resolve incidents, as needed.

Customer Service and Satisfaction:

• Maintain a customer-centric approach by ensuring timely, accurate, and professional responses to customer inquiries and incidents.
• Implement best practices to enhance customer satisfaction and loyalty, striving to exceed client expectations.

Technical Expertise:

• Possess deep technical knowledge of IT infrastructure, wireless/wired networking, security, and cloud technologies to guide technicians in troubleshooting and resolving complex issues.
• Stay up to date with industry trends and advancements to drive innovation and improvements within the NOC.
• Partners with Engineering teams to govern creation of break/fix SOPs. Oversees product/services and tools training for the NOC Team and acts as a mentor to all the NOC Leaders.

Professional Experience & Qualifications:

• Minimum of 10+ years in a leadership role with proven experience in managing and leading technical teams within a 24/7 operations environment handling a high-volume Service Desk / NOC with a team of 100 or more that utilizes ITIL principles for Incident, Request and Event management.
• Strong technical background with expertise in IT infrastructure, networking, security, and cloud technologies.
• Cisco or comparable vendor certifications with 4+ years’ experience troubleshooting WLAN/LAN issues highly preferred. Data network elements such as IP routers, Ethernet switches, firewalls, etc.
• Exceptional customer communication, leadership, and interpersonal skills.
• Ability to make informed decisions under pressure and effectively manage crisis situations in support of an exceptional customer experience.
• Experience with IT Service Management (ITSM) frameworks and incident management tools.
• Demonstrated ability to drive process improvements and optimize operational efficiency.
• Project management skills and the ability to oversee multiple initiatives concurrently.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years +

Salary:

Primary Location Pay Range: $222,097.04 - $333,145.56

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Salary:

Primary Location Pay Range: $222,097.04 - $333,145.56

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.