📍 Job Overview

Job Title: Network Operations Centre - Manager
Company: March Networks
Location: Ottawa, Ontario, Canada
Job Type: Hybrid (On-site)
Category: IT & Networking - Network Operations
Date Posted: 2025-06-17
Experience Level: 10+ years
Remote Status: On-site

🚀 Role Summary

Lead and manage the day-to-day operations of the Network Operations Centre (NOC), ensuring efficient problem resolution and customer satisfaction.
Develop, maintain, and enhance systems, methods, and procedures to improve operating efficiency and accommodate changing business requirements.
Collaborate with cross-functional teams to escalate customer issues and provide recommendations for resolution.
Manage customer expectations and monitor team performance to ensure service level agreements (SLAs) are met.

📝 Enhancement Note: This role requires a strong technical background combined with proven leadership skills to effectively manage the NOC team and drive operational excellence.

💻 Primary Responsibilities

NOC Management: Oversee the monitoring of customer's March Networks products, ensuring rapid discovery and resolution of managed asset problems.
Customer Management: Manage customer warranties, service entitlements, and relationships with key customers.
Team Management: Provide leadership, training, and support to NOC team members, fostering a culture of continuous improvement and high performance.
Process Improvement: Identify and implement cost-saving opportunities and enhancements to NOC processes.
Reporting: Analyze system data, generate reports, and provide insights to management on NOC performance and customer service.
Collaboration: Work closely with other teams, such as R&D, PV, Support, and Quality Assurance, to ensure seamless service delivery.

📝 Enhancement Note: This role involves a high level of responsibility and requires strong decision-making skills, as well as the ability to remain calm under pressure and manage workloads effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in computer science, engineering, mathematics, or a related field, or equivalent work experience.

Experience: At least 10 years of experience in Help Desk support, with a minimum of 5 years in a NOC environment and 3 years of management experience.

Required Skills:

Proven expertise in network operations, troubleshooting, and customer service.
Strong knowledge of Windows OS, MS Office, MS Exchange Server, Active Directory, FTP, pc/server assembly and repair, routers, switches, LAN/WAN, TCP/IP, Ethernet, and network support.
Experience with UNIX/Linux OS and security products.
Excellent interpersonal, writing, and communication skills.
Excellent problem-solving skills and the ability to work within ambiguous situations.
Customer-focused, attentive to detail, investigative, and committed to quality.
Ability to give clear, concise presentations and produce accurate documentation and reports.
Experience in dealing directly with senior management, both internal and external.

Preferred Skills:

Cisco Certified Network Associate (CCNA) certification or CompTIA Network+ and A+.
Experience with March Networks products (NVRs, Cameras, Enterprise software, etc.).
Familiarity with database management and CCTV systems.

📝 Enhancement Note: Candidates with experience in a high-tech environment and a proven track record of managing teams in a NOC setting will be highly sought after for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in managing and leading teams in a NOC environment.
Showcase problem-solving skills and the ability to resolve complex technical issues.
Highlight any experience with March Networks products and familiarity with their features and functionalities.

Technical Documentation:

Provide examples of reports or documentation created to analyze system data, identify trends, and support decision-making.
Demonstrate understanding of customer service metrics and KPIs, and how to use them to improve NOC performance.

📝 Enhancement Note: While a portfolio of technical projects may not be required for this role, demonstrating a strong understanding of network operations and customer service through relevant examples and case studies will be beneficial.

💵 Compensation & Benefits

Salary Range: CAD 120,000 - 150,000 per year (Based on market research and industry standards for a senior IT role in Ottawa)

Benefits:

Flexible work arrangements and support for a healthy work-life balance.
Professional development opportunities to advance your career.
Global technology company with a growing international presence.
Collaborative work environment that encourages teamwork and innovation.

Working Hours: Full-time, with after-hours support on a "general availability" basis.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards for a senior IT role in Ottawa. Actual compensation may vary depending on the candidate's experience and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: March Networks is a global technology company specializing in video surveillance and loss prevention solutions. Their products are used in various industries, including retail, banking, and gaming.

Company Size: Medium-sized company with a growing international presence.

Founded: 2000

Team Structure:

The NOC team consists of Tier 1 and Tier 2 specialists responsible for monitoring customer's March Networks products and ensuring rapid problem resolution.
The NOC Manager reports directly to the Director of Customer Support and works closely with other teams, such as R&D, PV, Support, and Quality Assurance.

Development Methodology:

Agile methodologies are used for project management and service delivery.
Regular team meetings and communication ensure collaboration and alignment with company goals.
Continuous improvement is encouraged, with a focus on driving operational excellence and customer satisfaction.

Company Website: https://www.marchnetworks.com/

📝 Enhancement Note: March Networks values a positive working environment where employees can thrive, with a focus on flexibility, support, and professional development opportunities.

📈 Career & Growth Analysis

Network Operations Centre Manager Career Level: This role involves managing the day-to-day activities of the NOC, providing leadership and development to the team, and driving operational excellence. The ideal candidate will have a strong technical background combined with proven leadership skills and experience in a NOC environment.

Reporting Structure: The NOC Manager reports directly to the Director of Customer Support and works closely with other teams, such as R&D, PV, Support, and Quality Assurance.

Technical Impact: The NOC Manager plays a critical role in ensuring customer satisfaction by managing the NOC team and driving operational excellence. This role also involves collaborating with other teams to ensure seamless service delivery and continuous improvement.

Growth Opportunities:

Technical Leadership: As the NOC Manager gains experience and demonstrates strong performance, there may be opportunities to take on more significant technical leadership roles within the organization.
Team Management: With a growing international presence, March Networks may offer opportunities for the NOC Manager to expand their team and manage multiple locations.
Career Progression: As the company continues to grow, there may be opportunities for the NOC Manager to transition into other senior leadership roles within the organization.

📝 Enhancement Note: The NOC Manager role at March Networks offers a unique opportunity to lead a critical function within the organization, driving operational excellence and customer satisfaction while working in a collaborative and innovative environment.

🌐 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 office, equipped with the necessary tools and technologies to effectively monitor customer's March Networks products and resolve technical issues.
The office features multiple collaboration spaces, including meeting rooms and breakout areas, to support teamwork and knowledge sharing.
March Networks encourages a flexible work environment, with opportunities for remote work and flexible hours.

Work Schedule: Full-time, with after-hours support on a "general availability" basis. The NOC Manager may be required to work evenings, weekends, and holidays as needed to ensure customer satisfaction.

📝 Enhancement Note: March Networks values a positive working environment where employees can thrive, with a focus on flexibility, support, and professional development opportunities.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the candidate's experience, qualifications, and fit for the role.
On-site Interview: A visit to March Networks' Ottawa office to meet with the hiring manager, team members, and other stakeholders. This may include a tour of the NOC and a discussion of the candidate's technical skills and problem-solving abilities.
Technical Challenge: A hands-on assessment of the candidate's ability to resolve technical issues and manage the NOC team.
Final Interview: A meeting with the Director of Customer Support to discuss the candidate's fit for the role and the organization's culture.

Portfolio Review Tips:

Highlight experience in managing and leading teams in a NOC environment.
Showcase problem-solving skills and the ability to resolve complex technical issues.
Demonstrate understanding of customer service metrics and KPIs, and how to use them to improve NOC performance.

Technical Challenge Preparation:

Brush up on network operations, troubleshooting, and customer service skills.
Familiarize yourself with March Networks products and their features and functionalities.
Prepare for questions about your leadership style, team management experience, and ability to drive operational excellence.

ATS Keywords: Network Operations, Troubleshooting, Customer Service, Team Management, Technical Support, Database Management, Windows OS, LAN/WAN, TCP/IP, UNIX/Linux, Security Products, Communication Skills, Problem-Solving, Analytical Skills, Interpersonal Skills, Training

📝 Enhancement Note: The interview process for the Network Operations Centre Manager role at March Networks is designed to assess the candidate's technical skills, leadership abilities, and cultural fit with the organization. Successful candidates will demonstrate a strong understanding of network operations, customer service, and team management, as well as a commitment to driving operational excellence and customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Network Operations Centre Technologies:

Monitoring Tools: March Networks' proprietary monitoring tools and third-party solutions, such as Nagios, Zabbix, or Prometheus.
Ticketing Systems: ServiceNow or similar platforms for tracking and managing customer issues.
Collaboration Tools: Microsoft Teams, Slack, or other collaboration platforms for internal communication and teamwork.
Customer Relationship Management (CRM) Systems: Salesforce or similar platforms for managing customer interactions and relationships.

March Networks Products:

Video Management Software (VMS): March Networks' enterprise-grade VMS for managing and storing video footage from IP cameras and other sources.
IP Cameras: March Networks' range of IP cameras, designed for various applications, including retail, banking, and gaming.
Network Video Recorders (NVRs): March Networks' NVRs for storing and managing video footage from IP cameras and other sources.
Access Control Systems: March Networks' access control solutions for managing and monitoring user access to physical locations and systems.

📝 Enhancement Note: The Network Operations Centre Manager role at March Networks requires a strong understanding of the company's products and technologies, as well as relevant network operations and customer service tools and platforms.

👥 Team Culture & Values

March Networks Values:

Customer Focus: March Networks prioritizes customer satisfaction and strives to exceed customer expectations in all aspects of its business.
Innovation: March Networks fosters a culture of continuous improvement and encourages employees to think creatively and challenge the status quo.
Collaboration: March Networks values teamwork and encourages employees to work together to achieve common goals.
Integrity: March Networks upholds the highest ethical standards and expects all employees to act with honesty, fairness, and respect.

NOC Team Culture:

The NOC team at March Networks is a close-knit, collaborative group responsible for ensuring customer satisfaction through effective problem resolution and operational excellence.
The team values strong communication, active listening, and a customer-centric mindset.
The NOC Manager plays a critical role in fostering a positive team culture and driving high performance.

Collaboration Style:

The NOC team works closely with other teams, such as R&D, PV, Support, and Quality Assurance, to ensure seamless service delivery and continuous improvement.
Regular team meetings and communication ensure collaboration and alignment with company goals.
March Networks encourages a flexible work environment, with opportunities for remote work and flexible hours.

📝 Enhancement Note: The Network Operations Centre Manager role at March Networks offers an opportunity to lead a critical function within the organization, driving operational excellence and customer satisfaction while working in a collaborative and innovative environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Environment: The NOC Manager must be able to effectively manage a high-volume environment, ensuring that customer issues are resolved promptly and efficiently.
Complex Technical Issues: The NOC Manager may encounter complex technical issues that require creative problem-solving and a deep understanding of March Networks' products and technologies.
Customer Expectations: The NOC Manager must be able to manage customer expectations and ensure that service level agreements (SLAs) are met, even in challenging circumstances.

Learning & Development Opportunities:

Technical Training: March Networks offers ongoing technical training and certification opportunities to help employees stay up-to-date with the latest technologies and best practices.
Leadership Development: March Networks provides leadership development opportunities, such as mentoring programs and workshops, to help employees grow in their roles and advance their careers.
Conference Attendance: March Networks encourages employees to attend industry conferences and events to network with peers, learn from experts, and bring new ideas and insights back to the organization.

📝 Enhancement Note: The Network Operations Centre Manager role at March Networks offers a unique opportunity to lead a critical function within the organization, driving operational excellence and customer satisfaction while working in a collaborative and innovative environment.

💡 Interview Preparation

Technical Questions:

Network Operations: Describe your experience in network operations and how you have handled high-volume environments in the past.
Troubleshooting: Walk us through a complex technical issue you have resolved in the past and how you approached the problem.
Customer Service: How do you balance the need to resolve technical issues quickly with the need to provide excellent customer service?
Team Management: Describe your experience in managing teams and how you have driven high performance in a NOC environment.

Company & Culture Questions:

March Networks Products: How familiar are you with March Networks' products, and how have you used them in previous roles?
Industry Trends: What trends are you seeing in the video surveillance and loss prevention industry, and how do you think March Networks can stay ahead of the curve?
Company Culture: How do you think your leadership style and values align with March Networks' company culture?

Portfolio Presentation Strategy:

Technical Expertise: Highlight your technical expertise in network operations, troubleshooting, and customer service, using specific examples and case studies.
Leadership Skills: Demonstrate your leadership skills and ability to drive high performance in a NOC environment, using examples from your past experiences.
Customer Focus: Showcase your commitment to customer satisfaction and ability to manage customer expectations, even in challenging circumstances.

📝 Enhancement Note: The interview process for the Network Operations Centre Manager role at March Networks is designed to assess the candidate's technical skills, leadership abilities, and cultural fit with the organization. Successful candidates will demonstrate a strong understanding of network operations, customer service, and team management, as well as a commitment to 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 (https://www.marchnetworks.com/careers/) and follow the instructions to submit your resume and cover letter.
Prepare Your Portfolio: Highlight your experience in managing and leading teams in a NOC environment, showcasing problem-solving skills and the ability to resolve complex technical issues. Demonstrate understanding of customer service metrics and KPIs, and how to use them to improve NOC performance.
Research March Networks: Familiarize yourself with March Networks' products, technologies, and company culture. Prepare for questions about your technical skills, leadership abilities, and cultural fit with the organization.
Practice Technical Interview Questions: Brush up on your network operations, troubleshooting, and customer service skills. Prepare for questions about your leadership style, team management experience, and ability to drive operational excellence.

⚠️ Important Notice: The enhanced job description provided is based on available information and may not reflect the most recent updates or changes to the role or organization. All details should be verified directly with March Networks before making application decisions.

Network Operations Centre - Manager