NOC Manager on Duty

Flō Networksis a leading provider of telecommunications services between the US and Mexico. We provide connectivity and managed services to Fortune 1000 companies, telecommunications, and cable companies over a fiber optic network that spans over 35,000 miles between both countries.
We have an immediate need for an experiencedNOC Manager on Duty.The role is based inMexico City, Mexico.
The Role:
We're looking for anNOC Manager on Dutyto lead a shift in our Network Operations Center, supporting Enterprise and Wholesale customers across Mexico and Latin America. You'll be a hands-on leader — coaching your team through complex incidents, owning escalations, and ensuring every customer interaction reflects our commitment to service excellence.
The Responsibilities:

• Lead and coach a shift of NOC Level 1 and 2 Engineers through the full incident management lifecycle, from triage to resolution and provider escalation.
• Own the ticket queue: set priorities, balance workload, and jump in on the toughest technical issues.
• Serve as the Level 3 escalation point for high-impact incidents and customer escalations.
• Spot trends across incidents and partner with the Problem Management team to drive root-cause resolution.
• Ensure incidents and alarms are fully and accurately documented in the ticketing system.
• Keep customers informed throughout their incident lifecycle and confirm satisfaction with resolution.
• Internally communicate operational compliance deviations from newly provisioned services, ensuring they meet technical and quality standards.
• Act as the customer's advocate internally, driving urgency and cross-team alignment to ensure timely and effective incident resolution.
• Champion compliance with policies and procedures, and continuously improve and document NOC processes.

The Requirements:

• Bachelor's degree in Telecommunications, Computer Engineering, or related field.
• 5+ years in an operations, NOC, or technical support lead role within a TELCO, ISP, or MSP environment.
• Strong analytical skills with the ability to multitask and prioritize under pressure.
• Proven leadership, customer service, problem-solving, and decision-making skills.
• Excellent written and verbal communication — able to translate technical detail for both engineers and customers.
• A track record of building trust with clients, providers, and colleagues.
• Solid knowledge of networking and integration — on-prem and cloud, firewalls, MPLS, VPN, BGP, ISIS, QoS.
• Familiarity with cloud provider networking (AWS, Azure, Google Cloud, Oracle, or others).
• ITIL Foundation certification or working knowledge of ITIL methodology.
• Cisco CCNA or equivalent certification.
• Experience with ticketing systems/CRMs (Siebel, Salesforce, ServiceNow, Remedy, RT, OTRS).
• Experience with monitoring tools (PRTG, Nagios, SolarWinds, HP OpenView).
• Experience with network documentation systems (Metasolv, Netcracker, Telcordia).
• Willingness to work flexible hours and rotating shifts.

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