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Ciudad de México, México
Hybrid
The North America (NAM) Network Operations Centre (NOC) Manager is responsible for the operational leadership, strategic direction, performance, and transformation of Megaport's NOC in the NAM Region. This role will be responsible for ensuring the availability, reliability, performance, and operational excellence of Megaport's global network infrastructure and customer-facing services.
The team is responsible for proactive network monitoring, incident management, network service assurance, network maintenance management and network incident escalation management, ensuring maximum uptime of the production network.
You’ll play a key role in providing advanced technical expertise and leadership within the team. Building on the core responsibilities of a NOC Engineer, part of your focus will be on efficiently diagnosing and resolving network incidents and customer-escalated issues through tickets, delivering technical solutions. You’ll mentor the NAM team members, share best practices, and guide them in handling complex technical challenges. This role plays a vital part in maintaining the stability of Megaport’s production network, ensuring uptime and performance and resolving complex network incidents. Leveraging your deep technical knowledge, you’ll support escalated cases and collaborate with cross-functional teams to develop innovative solutions for complex scenarios.
The NAM NOC Manager will act as the operational escalation point for major incidents and business-critical events, ensuring effective coordination across internal technical teams, suppliers, and leadership stakeholders.
Lead, mentor, and develop the Network Operations Centre (NOC) Engineers
Serve as a point of escalation for NAM NOC Engineers, providing guidance and sharing best practices to support their development.
Contribute to internal knowledge management by maintaining and improving documentation.
Support continuous learning and team development by sharing insights, training materials, and innovative troubleshooting techniques.
Drive process improvements within the support function to enhance efficiency, scalability, and service quality.
Provide strategic leadership and direction for the Network Operations function, ensuring alignment with business objectives and operational priorities.
Build a high-performance culture focused on accountability, collaboration, customer experience, operational excellence, and continuous improvement.
Conduct performance reviews, succession planning, workforce planning, and career development activities.
Ensure staffing models, shift coverage, and operational capability evolve to support business growth and customer demand.
Ensure maximum uptime, availability, and performance of Megaport's global network infrastructure and customer-facing services.
Oversee proactive network monitoring, fault management, event management, and service assurance activities.
Own the end-to-end incident management framework for network incidents and service-impacting events.
Act as the NAM escalation point and incident manager for major incidents and critical service outages.
Ensure effective coordination and communication between Network Operations, Engineering, Customer Support, Service Delivery, and external suppliers during incidents.
Drive continuous improvement in incident response, operational readiness, and service restoration performance.
Own the overall operational performance, reliability, availability, and service quality of Megaport's global network.
Establish and drive a network reliability strategy focused on reducing customer-impacting incidents and improving service resilience.
Ensure operational teams proactively identify reliability risks, service degradation trends, recurring faults, and infrastructure performance issues.
Partner with Network Engineering, Network Strategy, and Infrastructure teams to prioritise reliability improvement initiatives.
Drive operational readiness and supportability for network expansion, new service deployments, and infrastructure growth.
Establish and maintain operational governance frameworks for carriers, suppliers, data centre providers, and strategic vendors.
Ensure supplier performance management frameworks, KPIs, SLAs, scorecards, and governance processes are effectively implemented.
Hold suppliers accountable for contractual obligations, operational performance, responsiveness, and remediation commitments.
Lead operational governance reviews with strategic suppliers and oversee escalation management processes.
Drive supplier performance improvement initiatives to enhance service quality, reliability, and customer outcomes.
Maintain strong operational relationships with suppliers and partners to support business objectives.
Lead operational response to high-severity incidents, critical outages, and customer-impacting events.
Ensure structured Root Cause Analysis (RCA) investigations are completed following major incidents.
Drive implementation and governance of corrective and preventative actions.
Reduce recurring incidents through effective problem management and operational improvement initiatives.
Ensure lessons learned are embedded into operational processes and practices.
Serve as a technical mentor and point of escalation for NAM NOC Engineers, providing guidance and sharing best practices to support their development.
Contribute to internal knowledge management by maintaining and improving documentation.
Support continuous learning and team development by sharing insights, training materials, and innovative troubleshooting techniques.
Drive process improvements within the support function to enhance efficiency, scalability, and service quality.
Develop and maintain operational reporting frameworks, including weekly, monthly, quarterly, and annual reporting.
Produce operational, management, and executive-level performance reports.
Analyse reliability trends, incident data, supplier performance, availability metrics, and operational effectiveness.
Provide actionable insights and recommendations to improve uptime, performance, customer experience, and cost efficiency.
Maintain dashboards and reporting solutions using tools such as Power BI and Jira.
Strong experience in network operations, incident management, service assurance, incident management, production network environments, and operational escalation.
Experience working across complex network infrastructure and technologies, with the ability to understand and support technical issues at an operational level.
Proven ability to lead the investigation and resolution of complex network incidents, coordinating technical teams and subject matter experts as required.
Strong understanding of operational processes, monitoring, escalation management, and service performance.
Experience working with network management, monitoring, ticketing, and operational support tools.
Ability to analyse operational data, identify trends and recurring issues, and drive improvements to network stability and service performance.
Strategic leadership and operational excellence.
Customer-first mindset.
Continuous improvement orientation.
Strong decision-making under pressure.
Stakeholder influence and relationship management.
Talent development and coaching.
Innovation and problem-solving.
Collaboration and cross-functional leadership.
Excellent communication and stakeholder management skills, with the ability to tailor communication for technical and non-technical audiences.
Proven ability to communicate clearly and confidently during major incidents, operational escalations, and business-critical events.
Strong ability to build effective relationships across NAM and global teams, fostering collaboration and alignment.
Team-oriented mindset with a focus on cooperation, mutual support, and shared success.
Strong interpersonal skills to build positive relationships with customers and colleagues across regions.
Proactive, organised, and highly analytical.
Strong attention to detail and commitment to operational excellence.
Self-motivated with the ability to thrive in a dynamic, fast-paced environment.
Continuous improvement mindset with a focus on reliability, customer experience, and business outcomes.
Flexible in working hours when required to support critical operational activities and global teams.
Subject to the internal policies of Megaport, which may be updated from time to time:
Birthday Leave – take a paid day off to celebrate.
Generous training allowance + 5 days paid study leave annually.
A motivated team combining industry experts and emerging talent.
Recognition programs – including Legend and Kudos Awards.
Health & wellness programs, as well as mental well-being support.
Annual 5% performance-based incentive bonus in addition to base salary.
Clear opportunities for career progression.
Take pride in making a tangible impact—ensuring seamless installations, rapid issue resolution, and optimised support operations that keep customers connected.
Thrive on solving complex technical problems, using advanced troubleshooting skills and clear communication to deliver swift, effective solutions.
Enjoy variety in your work—from hands-on technical problem-solving and mentoring team members to contributing to projects, documentation, and process improvement.
Are excited to dive deep into advanced networking systems, monitor performance, and maintain uninterrupted service delivery in a dynamic tech environment.
Value working closely with diverse global teams, fostering collaboration and clear communication across regions and time zones.
Embrace a flexible work schedule across multiple shifts and find satisfaction in ensuring continuous, reliable customer support around the clock.