Technical Manager

About The Role

We are seeking an experienced and dynamic Technical Manager to oversee the performance, availability and reliability of our ISP network infrastructure.

This role is critical in ensuring 24/7 monitoring, rapid incident resolution and proactive upgrades to meet and exceed Service Level Agreements (SLAs).

The Technical Manager will lead a team of engineers and analysts, drive operational excellence and play a key role in strategic planning for capacity, upgrades and emerging technologies.

This position requires a balance of strong technical expertise, leadership skills and the ability to communicate effectively with both technical teams and business stakeholders.

Key Responsibilities

Operational Excellence

• Ensure continuous 24/7 monitoring of network infrastructure, delivering high uptime and service levels.
• Act as the primary escalation point for incidents that have exceeded expected resolution times and drive the resolution process.
• Oversee incident management, root cause analysis and post-incident reviews to prevent recurrence.
• Develop, document and enforce operational procedures, standards and compliance protocols.
• Monitor and report on KPIs, incident trends and system performance to senior management.

Leadership & Team Management

• Manage and mentor NOC staff, including engineers and support teams.
• Foster a culture of accountability, collaboration and continuous learning.
• Drive staff performance, skills development and succession planning.
• Ensure effective coverage across shifts for 24/7 operations.

Strategic & Vendor Management

• Manage relationships with vendors and service providers to ensure SLA commitments are met.
• Act as a bridge between internal and external infrastructure teams.

Requirements

• 3–5 years’ experience managing technical teams (network, systems, or IT operations), ideally including 24/7 NOC or high‑availability environments.
• Strong organizational, analytical, and communication skills, with the ability to explain technical issues in business terms.
• Ability to stay calm under pressure, prioritize, and delegate effectively.
• Familiarity with ticketing systems, monitoring tools, incident workflows, and ITIL processes.
• Bonus: Experience in an ISP or telecom environment.
• 6+ years’ experience in enterprise network/security leadership, preferably within an ISP or large‑scale environment.
• Strong expertise in routing, switching, VLANs, BGP, firewalls, SD‑WAN, and security protocols.
• Hands‑on experience with tools such as VeloCloud, Python, Ansible, SIEM solutions, Arista, and Mellanox.
• Relevant certifications such as CCNP, PCNSE, or equivalent; advanced certifications (e.g., CCIE, CISSP, or cloud networking) are advantageous.
• Demonstrated ability to manage vendors, SLAs, and strategic IT projects.
• Strong background in telecommunications technologies.
• Familiar with major fibre operators.
• Familiar with major data centre operators.
• Project management skills.