NOC Manager

Reporting to the Director of Compliance and Technical Strategy, the NOC Manager at MCG Technologies will oversee the strategic and operational management of the company’s IT infrastructure, network systems, and data operations. This role is pivotal in ensuring maximum network uptime, managing helpdesk and escalation processes, and driving continuous improvements within the Network Operations Center. The position requires a blend of technical expertise and leadership skills to collaborate effectively with cross-functional teams and align network performance with business objectives. Working onsite in Islamabad with shifts from 6:00 PM to 3:00 AM PKT, the NOC Manager will play a key role in maintaining service reliability, enhancing infrastructure security, and supporting organizational growth.

Key Responsibilities
- Oversee daily Helpdesk operations, ensuring timely incident resolution and serving as the primary escalation point.
- Assign and prioritize tasks for the technical team, ensuring compliance with SLAs and thorough documentation of all activities.
- Maintain and secure IT infrastructure, including backups, disaster recovery, failover systems, and data protection protocols.
- Ensure network stability, integrity, and performance across LAN/WAN environments.
- Collaborate with internal teams to plan and implement infrastructure upgrades and improvements.
- Monitor Helpdesk performance, analyze recurring issues, and develop strategies to minimize incidents.
- Conduct regular client follow-ups to gather feedback and enhance customer experience.
- Lead reporting efforts by generating performance insights and presenting findings to management.
- Manage team performance through KPI evaluations, scheduling, and resource allocation.
- Drive team development via training programs and continuous learning initiatives.
- Stay current with emerging technologies, test new tools, and recommend improvements.
- Ensure 24/7 operational continuity through on-call scheduling and flexible resource management.

Required Qualifications
- Master’s degree in Engineering, Computer Science, Information Technology, Telecom, or a related field.
- 4 to 6 years of experience managing network infrastructure and leading NOC or technical support teams.
- Proven expertise in Helpdesk management, incident escalation, and SLA-driven environments.
- Strong knowledge of network systems, LAN/WAN environments, and VOIP technologies.
- Familiarity with network monitoring tools, system administration, Active Directory, and virtualization platforms.
- Relevant certifications such as CCNA, CCNP, MCSE, CompTIA Network+, or Google Workspace Administrator are preferred.
- Demonstrated leadership, team management, and mentoring skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Effective communication, interpersonal, and presentation skills.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Willingness to provide 24-hour on-call support on a rotational basis.

Preferred Qualifications and Benefits
MCG Technologies offers global exposure with real responsibilities, skill-based career growth, structured learning, and mentorship. The company fosters a culture built on trust, respect, and a growth-oriented mindset, providing clear expectations and transparent processes. Benefits include health insurance, life insurance, provident fund, EOBI, leave encashment, and sponsored certifications.

At MCG Technologies, professionals are empowered to build global careers through international exposure and structured professional development. The collaborative, client-aligned environment supports continuous learning, accountability, and meaningful contributions to international clients and partners.