Data Center NOC FO Manager

SUMMARY:
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POSITION INFO:

The purpose of this Scope of Work is to outline the responsibilities, qualifications, and deliverables of the Data Center NOC FO (Front Office) Manager, who will be responsible for overseeing 24/7 network operations, managing infrastructure, and leading the NOC team to ensure the efficient performance of data center systems.

2. Key Responsibilities
3. NOC Operations & Management

• Lead and manage the Data Center NOC team for continuous infrastructure monitoring.
• Ensure 24/7 proactive monitoring to identify and resolve incidents, minimizing downtime.
• Develop, document, and enforce NOC policies, procedures, and best practices.
• Oversee troubleshooting and escalation processes.
• Maintain accurate records of incidents, system activities, and performance metrics.
• Ensure compliance with Service Level Agreements (SLAs).

1. Infrastructure & Technical Oversight

• Monitor the health and performance of all network equipment and support systems including:
  • HVAC (cooling systems)
  • UPS (power backup systems)
  • Generators
  • DC plants
  • AC units
• Coordinate with vendors for maintenance and technical support.
• Conduct regular risk assessments and implement preventive strategies.
• Ensure adherence to industry standards and security protocols.

1. Customer & Stakeholder Management

• Act as the primary liaison for MTN and other stakeholders.
• Communicate effectively with clients regarding incidents, maintenance, and performance updates.
• Build and maintain relationships with vendors, internal teams, and third-party service providers.
• Handle escalations and lead initiatives for continuous service improvement.

1. Team Leadership & Development

• Supervise and mentor the NOC team to enhance skill sets and performance.
• Provide training and guidance to ensure the team can manage complex operations.
• Foster a collaborative, service-focused culture.

3. Qualifications & Experience

• Minimum 5 years of experience in network operations, NOC management, or similar roles.
• At least 2 years in a leadership role managing 24/7 technical teams.
• Bachelor’s degree in Electrical/Mechanical Engineering, Computer Science, or a related field (Master’s preferred).
• Strong leadership, problem-solving, decision-making, and conflict-resolution abilities.
• Deep understanding of data center systems, monitoring tools, and incident management.
• Proficiency in MS PowerPoint, Excel, Word, and reporting tools.

4. Deliverables

• Weekly and monthly performance and incident reports.
• Updated documentation for NOC policies and operational procedures.
• Training plans and performance evaluations for NOC team members.
• Risk assessment and mitigation strategy documents.
• Stakeholder feedback and improvement plans.