NOC Manager

Description Socket Fiber is one of the fastest growing fiber internet providers in Missouri, Illinois, Arkansas and Tennessee and is dedicated to building and expanding high-speed fiber optic networks that connect communities. Socket Fiber is a company with more than 25 years of experience. We are committed to innovation, quality, and delivering exceptional service to our customers. Join our dynamic team and help shape the future of connectivity! A Day in the Life In the role of NOC Manager, you will spend your time supporting the network and the network team. While overseeing the Network Operations Center to ensure stability, performance, and availability you will also lead a team of dedicated and talented engineers to drive continuous improvement in network monitoring and service delivery.

What You'll Do Incident and Crisis Management:

When a major outage hits, the NOC manager is the escalation point. They don't just fix the problem; they coordinate the engineering teams, manage the "bridge" (the emergency call), and ensure the team is actively troubleshooting to drive down the Mean Time to Resolution (MTTR).

Team Leadership & Scheduling:

Because networks operate 24/7/365, managing a NOC requires complex shift scheduling. The manager handles staffing, performance reviews, training, and making sure the tier-1 and tier-2 technicians don't burn out.

SLA and Metric Tracking:

A NOC manager continuously tracks Key Performance Indicators (KPIs) like ticket volume, first-contact resolution rates, and Service Level Agreement (SLA) compliance to prove the network's health to executive leadership.

Process and Playbook Engineering:

A good NOC runs on documentation. The manager ensures that Standard Operating Procedures (SOPs) and incident response playbooks are up to date so that when an alert fires at 3:00 AM, the technician on duty knows exactly what to do without guessing.

Tooling and Automation Oversight:

They oversee the monitoring stack (like SolarWinds). The manager works to fine-tune alert thresholds to eliminate "alert fatigue"—ensuring the team only gets woken up by real issues, not background noise.

Cross-Functional Communication:

They act as the buffer between the technical team and the rest of the company. During an incident, they translate complex technical issues into clear updates for executive management, customer success teams, and sometimes directly to high-value clients. What We're Looking For A degree in Telecommunication, IT, Computer Science, or related field preferred Experience working in Telecommunications Experience in a leadership role Strong understanding of telecom networks This role requires the ability to work in a 24/7 operations environment Extended periods of sitting at a workstation while monitoring multiple screens. Candidates must have sufficient visual acuity to analyze network data and alerts Ability to be on call What Will Help You Stand Out Strong incident management and troubleshooting expertise Experience in a 24/7 operations environment Excellent leadership, communication, and decision-making skills Ability to work under pressure in high-impact outage situations Why Join Socket Fiber? At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service—we're providing access, opportunity, and real change. Socket Fiber offers a culture where employee strengths are highlighted and recognized. A few of the key ways we strive to make employees feel valued include: Competitive pay + bonus potential or performance-based commission Medical, dental, vision, life, and 401k with match Free coaching/counseling for employees & families Free fiber service (if available in your area) Tuition reimbursement for personal and professional growth Community engagement opportunities Culture that values results, effort, and integrity

Our Core Values Respect:

Toward all customers, communities, property, and coworkers.

Advocacy:

In-person, online, or by phone—we go beyond support to serve as customer advocates.

Transparency:

In our commitments, service experiences, and business relationships.

Progress:

Growth is proof of our dedication to improving lives and communities.

Winning:

Every conversation is a chance to gain a customer for life. Ready to Apply? If you're ready to make an impact and grow your career with Socket Fiber, we'd love to hear from you. Apply today! This role is not eligible for Visa sponsorship. This role is not eligible for relocation. Salary and benefits commensurate with experience. Equal Opportunity Employer. This employer uses E-Verify.