Associate Network Ops Manager

Overview

• 5+ years of experience in IT Operations, NOC, or Incident Management, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated experience managing or supporting 24x7 operational environments.
• Strong understanding of incident response practices, escalation frameworks, and ITSM principles (ITIL Foundation or equivalent experience).
• Proven ability to communicate clearly and calmly with both technical teams and non-technical leadership during high-pressure situations.
• Experience with monitoring/alerting platforms (e.g., PagerDuty, Datadog, Splunk, or similar) and ITSM tooling (e.g., ServiceNow, Jira).
• Strong documentation skills – ability to write and maintain runbooks, procedures, and executive summaries.

• ITIL v4 Foundation certification or higher.
• Experience in a SaaS or healthcare technology environment.
• Familiarity with cloud infrastructure concepts (Azure, AWS, or GCP).
• Experience supporting or building cross-functional operational teams following an organizational merger or acquisition.

Competencies

Competency

Description

Department: Reliability, Engineering & Operations (REO) — Operations Reports To: Director/Senior Director, Operations Location: [Location] | [Remote/Hybrid]

Position Summary

The Associate Operations Manager is a hands-on people leader responsible for the day-to-day health and performance of the Network Operations Center (NOC). This role directly supervises resources, ensuring the successful outcome of the day and keeping REO leadership directly aware of challenges of any sort.

The Associate Operations Manager is expected to get hands-on alongside the team — personally investigating alerts, coordinating in real time with REO Incident Management to support active incident bridges, and stepping into triage when capacity or complexity demands it. Additionally, this role ensures the NOC team has what it needs to be successful, and that runbooks are followed consistently, knowledge is captured and maintained, and leadership has clear visibility into critical production issues.

Beyond reactive response, they drive a culture of proactive vigilance: monitoring service health, identifying degradation patterns before they escalate, and acting on weak signals before they become incidents. The Associate Operations Manager is a force multiplier: coaching their team to perform, removing obstacles in their path, and stepping in as a stabilizing presence during high-severity incidents.

• Directly manage NOC Analysts, providing regular coaching, feedback, and performance guidance. Schedule resources to efficiently meet the demands of the day in a follow-the-sun shift structure.
• Foster a culture of accountability, continuous improvement, and psychological safety within the team.
• Support career development planning for team members, including skills growth and role progression pathways (e.g., NOC-to-IM career tracks).
• Identify training gaps and drive cross-training initiatives to increase team versatility and resilience.
• Provide scheduled reporting as well as real time feedback as needed for any performance related concerns of staff to HealthEdge REO leadership.

• Ensure NOC Analysts respond to monitoring alerts within defined SLA thresholds and escalate appropriately.
• Champion runbook adherence – ensuring documented procedures are followed accurately and consistently, and that deviations are flagged and reviewed.
• Monitor alert volume trends and response quality, using metrics to identify systemic issues or coaching opportunities.
• Partner with Engineering and Platform teams to reduce alert noise, close coverage gaps, and continuously improve alert fidelity.
• Support Incident Managers during SEV1 and SEV2 incidents, and guide NOC resources to assist with on-call engagement, incident scribing and other duties as required.

• Drive a culture of documentation – ensuring runbooks, playbooks, escalation paths, and operational procedures are created, reviewed, and kept current.
• Identify knowledge gaps surfaced through incidents or training and assign ownership for resolution.
• Maintain a structured knowledge base that is accessible, accurate, and usable by both NOC Analysts and Incident Managers.
• Ensure that lessons learned from incidents and near-misses are captured and translated into updated procedures or training materials.

• Track and report on key operational metrics including MTTA, MTTR, alert volume, incident frequency, runbook compliance, and SLA performance.
• Provide regular operational summaries to leadership, highlighting trends, risks, and improvement initiatives.
• Participate in and contribute to ITSM maturity improvement efforts, including process standardization, tooling optimization, and cross-functional alignment.
• Support Problem Management efforts by ensuring patterns identified from recurring incidents are escalated and tracked to resolution.

Remains steady and decisive during high-severity incidents; models calm clarity for the team.

Team Enablement

Prioritizes removing friction for the team; invests in their growth and success.

Operational Rigor

Holds high standards for process adherence, documentation quality, and follow-through.

Communication

Translates technical situations into clear leadership-facing narratives without delay.

Continuous Improvement

Actively surfaces and acts on patterns – turning incidents into better processes.