• Responsible for the ongoing management of Network Operations including the processing of NOC and Networking incidents through our service now queue • Manage the daily management of the incident queues • Manage NOC Analyst and Network Engineer schedules (as applicable) • Develop processes to service customers with managed service tools • Handle all client service delivery issues • Ensure that agreed SLA (service level agreements)/OLA (operation level agreement) and Change Management standards are being held • Provide customers with Network management and monitoring, designs, validations, documentation of their Infrastructure environment as well as maintenance and updates for their multivendor infrastructures • Development of analyst and engineer skills through career ladder • Execution of weekly meetings and individual development meetings • Quarterly and annual performance reviews on reporting analysts • Work with other operational managers for ownership of Managed Services tools and directing staff on continual improvement and updates • Ensure technician adherence to company and IT policies and procedures • Execute proper methodologies to improve the change management process, reduce unscheduled downtime, and improve customers’ satisfaction • Analysis of existing customer network and cybersecurity landscape and providing recommendations to customers • Assessment, implementation, and support of projects regarding networking and Cybersecurity • Responsible for the internal documentation platform and the redesign to improve operations of internal staff.