Engineering Manager

What you will do

• Manage and oversee the daily operations of L1 and L2 support teams, ensuring smooth functioning of the NOC and consistent delivery of services.
• Develop, implement, and manage technical SOPs (Standard Operating Procedures) to streamline processes and improve response times for incident resolution.
• Engage with clients regularly to understand their requirements, manage expectations, and ensure client satisfaction through effective stakeholder management.
• Define, monitor, and ensure adherence to SLAs (Service Level Agreements) and KPIs to meet client expectations and ensure timely resolution of issues.
• Collaborate with internal teams, including technical engineers and NOC staff, to ensure the successful delivery of support services.
• Facilitate clear communication between teams and stakeholders, acting as the point of contact for escalation and ensuring issues are addressed promptly.
• Handle program management responsibilities by managing multiple NOC projects simultaneously and ensuring project goals are achieved.
• Ensure high availability of critical systems through proactive monitoring and incident management for network operations.
• Oversee and guide L1 and L2 teams, supporting them in achieving operational excellence and providing regular feedback and performance reviews.
• Work in coordination with global teams, particularly across North America, with overlapping working hours to maintain seamless operations.

Who you are

• Experience: 5+ years of experience in program or project management, ideally with a background in managing NOC (Network Operations Center) teams.
• Stakeholder Management: Proven ability to manage relationships with internal teams and clients, ensuring high levels of satisfaction and engagement.
• L1/L2 Support: Familiarity with L1 and L2 support processes, with experience managing teams that handle incidents and troubleshooting.
• Process Management: Experience creating and managing technical SOPs, ensuring effective service delivery, and improving operational processes.
• SLAs: Experience in defining and managing SLAs for service delivery, ensuring adherence to client requirements and timelines.
• Communication: Excellent communication and interpersonal skills to liaise with clients, internal teams, and external vendors effectively.
• Collaborative: Ability to work with distributed teams across time zones, especially in North America, ensuring smooth operations.