Overnight Manager of NOC Escalations

Velocity is seeking an Overnight Manager of NOC Escalations to lead and optimize all high-priority incident escalations and technical resolution activities within our 24/7/365 Network Operations Center (NOC). This hands-on leadership role is ideal for someone who thrives in fast-paced environments and is passionate about driving operational excellence, ensuring service continuity, and championing customer satisfaction.

This individual will serve as a key escalation point and central contact for driving incident resolution for complex technical issues, leading root cause analysis, coordinating cross-functional resolution efforts, and ensuring timely and transparent communication with internal stakeholders and customers. The role demands a strong technical foundation in network operations, excellent problem-solving skills, and proven experience managing teams in high-pressure situations.

We have 2 openings. Must be able to work the following shifts listed below. All shifts are in Eastern Standard Time.
• 6pm-4am EST Sunday-Wednesday
• 6pm-4am EST Wednesday-Saturday

Primary Duties and Responsibilities
• Serve as the overnight technical escalation point for all major incidents and customer-impacting events.
• Lead resolution efforts across NOC teams, engineering, and vendor partners to ensure timely remediation of network and system issues.
• Oversee overnight operations related to escalations, including ticket management, communication protocols, and post-mortem reviews.
• Establish and refine escalation workflows, playbooks, and standard operating procedures to reduce resolution times and improve incident quality.
• Coach and mentor NOC Supervisors, Escalation Engineers, and Analysts to elevate technical capabilities and critical thinking skills.
• Ensure continuous coverage and readiness of the escalation team to support Velocity’s 24/7 service model.
• Develop and track KPIs related to escalation handling, resolution times, customer satisfaction, and team performance.
• Provide real-time communication updates to executive leadership and customers during major incidents.
• Collaborate with the Director of NOC to identify process improvements, system gaps, and training opportunities.
• Maintain a high-performance culture that values ownership, urgency, and customer obsession.

Qualifications, Education and Experience
• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• Minimum 5 years of experience in NOC, Network Engineering, or technical support roles, including at least 2 years in a leadership or escalation management capacity.
• Strong technical understanding of networking technologies and protocols (e.g., TCP/IP, BGP, OSPF, VPN, firewalls).
• Hands-on experience resolving complex network and infrastructure issues in multi-vendor environments.
• Familiarity with ITSM tools, incident response platforms, and NOC monitoring systems.
• Excellent communication and interpersonal skills, with a track record of leading under pressure.
• Certifications such as CCNA, ITIL, or Network+ are preferred.

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core
• Customer-obsessed
• One team
• Do the right thing
• Let’s go!

Our Benefits
• Medical, Dental, Vision
• PTO & Paid Holidays
• 401K – with Employer Match
• Paid Parental Leave
• Company provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.

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