📍 Job Overview

Job Title: Network Operations Centre - Manager
Company: March Networks
Location: Ottawa, Ontario, Canada
Job Type: On-site, Full-time
Category: IT & Networking, Management
Date Posted: June 17, 2025
Experience Level: 10+ years

🚀 Role Summary

Lead and manage the Network Operations Centre (NOC) team, ensuring efficient problem resolution and customer satisfaction.
Oversee day-to-day activities, manage workloads, and enhance operating efficiency.
Collaborate with cross-functional teams to escalate and resolve customer issues.
Develop, maintain, and enhance systems, methods, and procedures to improve operational efficiency.
Manage customer expectations and provide system status reports.

📝 Enhancement Note: This role requires a balance of technical expertise and strong leadership skills to manage the NOC team effectively and drive operational excellence.

💻 Primary Responsibilities

Team Leadership & Management:
- Lead and mentor the NOC team, fostering a culture of continuous learning and improvement.
- Manage workloads, workflows, and deliverables, ensuring timely resolution of customer issues.
- Develop and maintain team schedules, including on-call rotations and after-hours support.
Troubleshooting & Problem Resolution:
- Oversee the monitoring of customer March Networks products, ensuring rapid discovery and resolution of managed asset problems.
- Provide technical guidance and support to NOC team members, driving organized thought processes and the use of diagnostic tools.
- Analyze system data for potential issues and trends, and develop reports to support department initiatives.
Customer Management & Expectations:
- Manage customer warranties, service entitlements, and relationships with key customers.
- Collaborate with other groups, such as R&D, PV, Support, and Quality Assurance, to address customer issues and maintain high customer satisfaction.
- Monitor and report on Tier 1 and Tier 2 team performances, ensuring consistent service quality.
Process Improvement & Efficiency:
- Develop, maintain, and enhance systems, methods, and procedures to identify and improve operating efficiency.
- Identify and implement cost savings opportunities, optimizing NOC processes and reducing waste.
- Plan and develop NOC team recruitment, liaising with the HR team to ensure the team remains trained on current and new products, solutions, and services.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, with a focus on anticipating and addressing potential issues before they impact customers or the business.

🎓 Skills & Qualifications

Education: A bachelor's degree or post-secondary education in computer science, engineering, mathematics, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience:

10+ years of experience in Help Desk support in a high-tech environment.
5+ years of experience interfacing with customers and managing technical issues in a NOC environment.
3+ years of management experience in a Network Operations Centre environment.
7+ years of experience working with March Networks products.

Required Skills:

Strong knowledge of database management, Windows OS, MS Office, MS Exchange Server, Active Directory, FTP, pc/server assembly and repair, routers, switches, LAN/WAN, TCP/IP, Ethernet, network support, and troubleshooting.
Proficiency in UNIX/Linux OS and security products, DVRs, IP cameras, and CCTV.
Excellent interpersonal, writing, and communication skills, with the ability to give clear, concise presentations and produce accurate documentation and reports.
Excellent problem-solving skills and the ability to work within ambiguous situations.
Customer-focused, attentive to detail, investigative, and committed to quality.
Ability to remain calm under pressure and manage work schedules in a NOC environment.

Preferred Skills:

Cisco Certified Network Associate (CCNA) certification or CompTIA Network+ and A+.
Experience in dealing directly with senior management, both internal and external.
Familiarity with March Networks products, including NVRs, cameras, and enterprise software.

📝 Enhancement Note: Candidates with experience in managing high-performing teams, driving operational excellence, and working with diverse stakeholders will be well-suited to this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in managing and leading high-performing NOC teams, with a focus on driving operational excellence and customer satisfaction.
Showcase problem-solving skills and the ability to analyze system data to identify trends and potential issues.
Highlight experience in collaborating with cross-functional teams to address customer issues and maintain high customer satisfaction.

Technical Documentation:

Provide detailed documentation of NOC processes, including troubleshooting methodologies, workflows, and customer communication protocols.
Include examples of analytical reports developed to support department initiatives and drive continuous improvement.
Demonstrate experience in managing customer warranties, service entitlements, and relationships with key customers.

📝 Enhancement Note: Candidates should be prepared to discuss their approach to process improvement, cost savings, and driving operational efficiency in their portfolio and interview.

💵 Compensation & Benefits

Salary Range: CAD 100,000 - 140,000 per year (based on experience and market research for IT & Networking Management roles in Ottawa)

Benefits:

Comprehensive health and dental benefits package.
Retirement savings plan with company match.
Flexible work arrangements, including remote work options and flexible hours.
Professional development opportunities and training.
Employee assistance program.
Employee referral bonus program.

Working Hours: Full-time, on-site position with after-hours support on a "general availability" basis. Expectation to provide on-call support as needed.

📝 Enhancement Note: Salary range is estimated based on market research for IT & Networking Management roles in Ottawa, with consideration for the candidate's experience level and the company's size and industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: March Networks is a global technology company specializing in video security and surveillance solutions for various industries, including retail, banking, and transportation.

Company Size: Medium-sized company with a global presence and a focus on innovation and customer satisfaction.

Founded: 2001, with a history of growth and expansion in the video security and surveillance industry.

Team Structure:

The NOC team is part of the Customer Support & Services department, working closely with other teams such as R&D, PV, Support, and Quality Assurance.
The team consists of Tier 1 and Tier 2 specialists, with the manager reporting directly to the Director of Customer Support & Services.

Development Methodology:

Agile methodologies are used to manage workflows and ensure timely resolution of customer issues.
Regular team meetings and stand-ups are held to discuss progress, address challenges, and plan next steps.
A ticketing system is used to track and manage customer issues, with a focus on efficient problem resolution and customer satisfaction.

Company Website: March Networks

📝 Enhancement Note: March Networks' focus on innovation and customer satisfaction creates an environment where the NOC team can drive operational excellence and make a significant impact on the company's success.

📈 Career & Growth Analysis

Network Operations Centre Manager Career Level: This role is a senior-level position within the Customer Support & Services department, with responsibility for managing the NOC team and driving operational excellence. The manager is expected to have a strong technical background, with experience in network operations, troubleshooting, and customer service, as well as proven leadership and management skills.

Reporting Structure: The NOC Manager reports directly to the Director of Customer Support & Services, with dotted-line reporting to other department heads as needed to address customer issues and maintain high customer satisfaction.

Technical Impact: The NOC Manager plays a critical role in ensuring the efficient and effective operation of March Networks' products and services, with a direct impact on customer satisfaction and business success. The manager is responsible for driving continuous improvement in NOC processes, optimizing system performance, and ensuring high-quality customer service.

Growth Opportunities:

Team Leadership & Development: Expand the NOC team and provide mentoring and coaching opportunities for team members to grow their skills and advance their careers.
Process Improvement & Innovation: Identify and implement new technologies and processes to improve NOC efficiency and drive operational excellence.
Cross-Functional Collaboration: Work closely with other departments, such as R&D and PV, to address customer issues and maintain high customer satisfaction.
Technical Specialization: Develop expertise in specific areas of network operations, such as security, video surveillance, or cloud-based solutions.

📝 Enhancement Note: The NOC Manager role offers significant opportunities for career growth and development, with a focus on driving operational excellence and customer satisfaction.

🌐 Work Environment

Office Type: March Networks' Ottawa office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Ottawa, Ontario, Canada

Workspace Context:

The NOC team works in a dedicated space within the Ottawa office, with access to the latest tools and technologies to ensure efficient problem resolution and customer satisfaction.
The team works closely with other departments, with regular communication and collaboration to address customer issues and maintain high customer satisfaction.
The office environment is dynamic and fast-paced, with a focus on driving operational excellence and continuous improvement.

Work Schedule: Full-time, on-site position with after-hours support on a "general availability" basis. Expectation to provide on-call support as needed, with a focus on maintaining high customer satisfaction and addressing customer issues promptly.

📝 Enhancement Note: March Networks' collaborative and innovative work environment provides the NOC team with the resources and support needed to drive operational excellence and customer satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screening Interview: A brief phone or video call to discuss the candidate's experience, qualifications, and fit for the role.
Technical Deep Dive: A comprehensive discussion of the candidate's technical skills, experience, and approach to network operations, troubleshooting, and customer service. Expect questions on specific technologies, tools, and methodologies used in the NOC environment.
Behavioral & Situational Questions: Assess the candidate's problem-solving skills, leadership style, and ability to work effectively in a team environment. Expect questions on past experiences, challenges, and achievements.
Final Interview: A meeting with key stakeholders, including the Director of Customer Support & Services and other department heads, to discuss the candidate's fit for the role and the company's culture.

Portfolio Review Tips:

Highlight experience in managing and leading high-performing NOC teams, with a focus on driving operational excellence and customer satisfaction.
Showcase problem-solving skills and the ability to analyze system data to identify trends and potential issues.
Include examples of analytical reports developed to support department initiatives and drive continuous improvement.
Demonstrate experience in collaborating with cross-functional teams to address customer issues and maintain high customer satisfaction.

Technical Challenge Preparation:

Brush up on technical skills, including network operations, troubleshooting, and customer service.
Review March Networks' products, services, and industry-specific challenges.
Prepare for questions on specific technologies, tools, and methodologies used in the NOC environment.

ATS Keywords:

Network Operations Centre (NOC)
Network Management
Troubleshooting
Customer Service
Team Leadership
Process Improvement
Agile Methodologies
Ticketing Systems
Network Security
Video Surveillance
Cloud-Based Solutions
Customer Relationship Management (CRM)
Customer Satisfaction (CSAT)
Key Performance Indicators (KPIs)
Service Level Agreements (SLAs)

📝 Enhancement Note: The interview process for the Network Operations Centre Manager role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit, with a focus on driving operational excellence and customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Network Operations Centre (NOC) Technologies:

Monitoring & Ticketing Systems: SolarWinds, ServiceNow, or similar tools for monitoring network performance, managing customer issues, and tracking progress.
Network Security: Cisco ASA, Firepower, or similar security solutions for protecting network infrastructure and customer data.
Video Surveillance: March Networks' video security and surveillance solutions, including NVRs, cameras, and enterprise software.
Cloud-Based Solutions: AWS, Azure, or Google Cloud Platform for managing and monitoring cloud-based infrastructure and services.
Customer Relationship Management (CRM): Salesforce, Zendesk, or similar CRM solutions for managing customer interactions, tracking customer issues, and maintaining high customer satisfaction.

Network Infrastructure:

Network Topology: Hierarchical, star-bus, or hybrid network topologies, depending on the customer's specific requirements and infrastructure.
Network Protocols: TCP/IP, Ethernet, LAN, WAN, and other relevant network protocols for ensuring efficient and effective network communication.
Network Devices: Routers, switches, firewalls, and other network devices for managing and securing network infrastructure.

📝 Enhancement Note: The NOC Manager is responsible for ensuring the efficient and effective operation of March Networks' products and services, with a focus on driving operational excellence and customer satisfaction.

👥 Team Culture & Values

Network Operations Centre (NOC) Values:

Customer Focus: Prioritize customer satisfaction and ensure timely resolution of customer issues.
Teamwork: Collaborate effectively with cross-functional teams to address customer issues and maintain high customer satisfaction.
Continuous Improvement: Drive operational excellence through continuous learning, process improvement, and innovation.
Integrity: Uphold the highest ethical standards in all aspects of the role, preserving the integrity of March Networks and maintaining customer trust.

Collaboration Style:

Cross-Functional Collaboration: Work closely with other departments, such as R&D, PV, Support, and Quality Assurance, to address customer issues and maintain high customer satisfaction.
Team Meetings & Stand-ups: Regular team meetings and stand-ups to discuss progress, address challenges, and plan next steps.
Knowledge Sharing: Encourage a culture of continuous learning and knowledge sharing, with a focus on driving operational excellence and customer satisfaction.

📝 Enhancement Note: March Networks' focus on customer satisfaction, teamwork, and continuous improvement creates an environment where the NOC team can drive operational excellence and make a significant impact on the company's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Network Performance Optimization: Identify and address network performance bottlenecks, ensuring efficient and effective communication between March Networks' products and services.
Security & Compliance: Protect network infrastructure and customer data from cyber threats, ensuring compliance with relevant regulations and industry standards.
Cloud Migration & Management: Manage the migration of on-premises infrastructure to the cloud, ensuring efficient and effective operation of March Networks' products and services.
Customer Expectations & Satisfaction: Manage customer expectations and maintain high customer satisfaction, addressing customer issues promptly and effectively.

Learning & Development Opportunities:

Technical Training & Certification: Pursue relevant technical training and certifications, such as Cisco Certified Network Associate (CCNA) or CompTIA Network+, to enhance technical skills and knowledge.
Leadership & Management Development: Participate in leadership and management training programs to develop skills in team building, communication, and strategic planning.
Industry Events & Conferences: Attend industry events and conferences to stay up-to-date on the latest trends, technologies, and best practices in network operations and customer service.

📝 Enhancement Note: The NOC Manager role offers significant opportunities for career growth and development, with a focus on driving operational excellence and customer satisfaction.

💡 Interview Preparation

Technical Questions:

Network Operations & Troubleshooting: Describe your experience in managing and resolving network issues, with a focus on specific technologies, tools, and methodologies used in the NOC environment.
Customer Service & Satisfaction: Discuss your approach to customer service, with a focus on managing customer expectations, addressing customer issues, and maintaining high customer satisfaction.
Process Improvement & Efficiency: Explain your experience in driving operational excellence, with a focus on process improvement, cost savings, and continuous improvement.

Company & Culture Questions:

March Networks' Products & Services: Demonstrate your understanding of March Networks' products and services, with a focus on their unique features, benefits, and industry-specific applications.
Industry Trends & Challenges: Discuss your understanding of the video security and surveillance industry, with a focus on emerging trends, challenges, and opportunities.
March Networks' Culture & Values: Explain how your personal values and work style align with March Networks' culture and values, with a focus on customer satisfaction, teamwork, and continuous improvement.

Portfolio Presentation Strategy:

Technical Deep Dive: Provide a detailed overview of your technical skills, experience, and approach to network operations, troubleshooting, and customer service.
Customer Success Stories: Highlight specific examples of customer success, with a focus on driving operational excellence and customer satisfaction.
Process Improvement & Efficiency: Demonstrate your experience in driving operational excellence, with a focus on process improvement, cost savings, and continuous improvement.

📝 Enhancement Note: The interview process for the Network Operations Centre Manager role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit, with a focus on driving operational excellence and customer satisfaction.

📌 Application Steps

To apply for the Network Operations Centre - Manager position at March Networks:

Submit Your Application: Visit the March Networks careers page and search for the Network Operations Centre - Manager position. Complete the online application form, including your resume, cover letter, and any relevant portfolio materials.
Prepare Your Portfolio: Tailor your portfolio to highlight your experience in managing and leading high-performing NOC teams, with a focus on driving operational excellence and customer satisfaction. Include examples of analytical reports, customer success stories, and process improvement initiatives.
Research March Networks: Familiarize yourself with March Networks' products, services, industry, and culture. Prepare for interview questions on specific technologies, tools, and methodologies used in the NOC environment, as well as March Networks' unique features, benefits, and industry-specific applications.
Prepare for Technical & Behavioral Interviews: Brush up on your technical skills, including network operations, troubleshooting, and customer service. Review your past experiences, challenges, and achievements, and prepare for questions on specific technologies, tools, and methodologies used in the NOC environment. Practice your communication and presentation skills, with a focus on clear, concise, and persuasive delivery.
Follow Up: After submitting your application, follow up with the hiring manager or HR representative to confirm receipt and express your interest in the role. Be prepared to provide additional information or clarify any aspects of your application as needed.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with March Networks before making application decisions.

Network Operations Centre - Manager