Global NOC Manager

The Global NOC Manager is responsible for overseeing the operations of the Network Operations Centre, providing 24x7x365 coverage supporting Subsea, Terrestrial and MMI services, across our US and UK facilities.  The NOC services include incident, change and problem management for customer critical network infrastructure for leading Global service providers and hyperscalers. This role manages Principal Engineers, NOC Engineers, and Programme Support teams, overseeing incident response and improving network monitoring and service delivery.

Key Responsibilities:

Leadership & Strategy

Lead, mentor, and manage NOC teams operating in a 24/7/365 environment in Denver and Magor facilities.

Establish clear objectives, KPIs, and performance metrics across global teams.

Foster a culture of accountability, ownership, continuous learning, and operational excellence.

Work closely with the Quality and Training function in the development of the NOC Team’s technical and operational skills and capabilities to ensure there is a deep pool of talent to support the growth of the business.

Act as the primary point of contact for internal and external stakeholders during major incidents.

Represent the NOC function in customer executive reviews, audits, and strategic planning.

Ownership of defining and executing NOC strategy working closely with members of the Operations Team including Service Management, IT/Systems and Quality and Training.

Incident & Problem Management

Oversee all major incidents, ensuring timely escalation, resolution, and communication.

Drive root cause analysis (RCA) and implementation of preventative actions for recurring issues.

Manage the on-call rotation and escalation processes globally.

Ensure effective incident response and resolution, minimizing service disruptions and impact to customers.

Participate in change management processes to ensure that changes to the network and services are properly planned, tested, and implemented

Network Monitoring & Operations

Ensure proactive monitoring, alerting, and response systems are optimised and standardised, working closely with the IT/systems Teams to continually improve efficiency and accuracy.

Maintain high availability of customer critical network services and infrastructure.

Coordinate with engineering and infrastructure teams to support upgrades, maintenance, and new deployments.

Service Delivery & SLA Compliance

Ensure adherence to SLAs and operational KPIs across all geographies.

Report on operational performance to senior leadership on a regular basis.

Work closely with the Service Management Team in developing, producing and refining regular service reporting for customers.

Collaborate with teams to identify and implement service improvements, ensuring alignment with business objectives.

Process & Tooling

Define and refine global NOC processes, playbooks, and SOPs.

Drive automation initiatives and tooling improvements to reduce manual effort and MTTR.

Ensure consistent adoption of ITIL-based practices across all locations.

Work closely with the IT/systems Teams in the development of systems to make the NOC more efficient and providing a better service.

·       8+ years of experience in NOC leadership roles

·       Strong technical background in telecoms, network infrastructure, or digital services

·       Strategic and commercial thinking

·       Excellent communication, negotiation, and stakeholder management skills.

·       Leadership and people development

·       Cross-functional collaboration

·       Organised, methodical, and process-focused

·       High attention to detail with a results-driven mindset

·       Strong understanding of critical network infrastructure, optical, subsea, fiber, CLS and OSP

·       ITIL Foundation certification (or equivalent) and proficiency in ITIL incident, problem and changes management processes

·       Familiarity with other ITIL practices, including service request management, event management, and continual service improvement

·       Excellent problem-solving and analytical skills

·       Ability to work in a fast-paced environment and prioritize tasks effectively

·       Experience with IT service management tools and platforms

·       Knowledge of network protocols and architectures

·       Familiarity with industry standards and best practices for network operations and maintenance

·       Experience with network monitoring tools

·       Familiar with ticketing systems

·       Basic knowledge of routers, switches, and firewalls 

At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like Fixed line, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us.

At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.