NOC & Automation Manager

The NOC & Automation Manager leads the Network Operations Center and owns the monitoring, RMM, backup oversight, and automation capabilities that support Managed Services. This is a hands-on leadership role responsible for improving operational reliability, reducing manual effort, and building scalable, proactive processes across the managed services environment.

Roles and Responsibilities

NOC Operations & Leadership

• Lead day-to-day NOC operations, priorities, escalation paths, and team development.
• Ensure alerts and monitored events are appropriately prioritized, investigated, escalated, and resolved.
• Drive the NOC toward proactive identification and prevention of client-impacting conditions.
• Participate in major technical incidents and coordinate effectively with Service Desk, Engineering, Security, and other teams.

Monitoring & RMM Platform Ownership

• Own the health, configuration, standardization, and continued improvement of RMM and monitoring platforms.
• Maintain consistent monitoring coverage and optimize thresholds, policies, and workflows to reduce alert noise.
• Provide oversight of backup monitoring and recurring infrastructure issues, ensuring timely remediation and escalation.
• Track NOC performance, monitoring effectiveness, platform health, and recurring operational trends.

Automation & Continuous Improvement

• Lead the Managed Services automation strategy and identify high-value opportunities to eliminate repetitive or error-prone work.
• Design, develop, test, document, and maintain automation using scripting, APIs, workflow platforms, and native tool capabilities.
• Establish standards for automation testing, change control, ownership, documentation, and lifecycle management.
• Measure automation outcomes through reduced manual effort, improved consistency, faster resolution, and increased service capacity.

Platforms, Standards & Collaboration

• Integrate operational platforms, improve data consistency and billing reconciliation across PSA, RMM, monitoring, documentation, backup, and related systems.
• Maintain SOPs, runbooks, technical standards, and documentation that support repeatable operations and knowledge sharing.
• Partner with reporting and analytics resources to develop meaningful operational metrics and dashboards.
• Communicate risks, recurring trends, improvement opportunities, and platform needs to Managed Services leadership.
• Serve as a technical escalation resource and coach NOC and automation team members

• Demonstrated experience in an MSP, NOC, infrastructure, or managed services environment.
• Strong experience with RMM, monitoring, backup, and operational management platforms.
• Hands-on scripting and automation experience, preferably PowerShell, REST APIs, and workflow automation.
• Experience with Microsoft 365, Entra ID, endpoint management, and modern infrastructure operations.
• Ability to lead technical resources, improve processes, document standards, and coordinate across teams.
• Strong troubleshooting, communication, documentation, and problem-solving skills.

Preferred Experience / Certifications:

• Experience with ConnectWise Manage, NinjaOne, Rewst, Acronis, Power Automate, or comparable platforms.
• Microsoft or other relevant infrastructure, automation, identity, or cloud certifications.
• Previous team leadership, technical leadership, or mentoring experience.

Work Schedule: Full-time (40 hours per week), Monday to Friday with participation in on-call supervisor rotation or extended shift coverage as needed.

Compensation: $120,000 - $130,000 per year, commensurate with experience. Comprehensive benefits package included. Cybersecurity training/certification support.

Disclaimer

This document outlines the key responsibilities and expectations for the above role. Responsibilities may evolve based on company priorities, technical operation needs, and business requirements.