Flō Networks is 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 experienced NOC Manager on Duty. The role is based in Mexico City, Mexico.
The Role:
We're looking for an NOC Manager on Duty to 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.
- Fully bilingual in English and Spanish.
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