Network Operations Center Manager

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November 9

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appNovi, Inc (A Fenix24 Company)

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Cybersecurity • SaaS • B2B

appNovi, Inc (A Fenix24 Company) is a cybersecurity and cyber-resilience company that focuses on rapid breach recovery, ransomware restoration, and managed protection services. Operating under the Fenix24 brand, the company combines breach response expertise, recovery guarantees, asset and resiliency software, and proactive security assessments to help enterprise and professional organizations minimize downtime and restore operations quickly after incidents. appNovi serves regulated industries such as legal, financial services, healthcare, manufacturing and technology, and provides both software and incident response services.

1 - 10 employees

Founded 2020

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

📋 Description

• Directly manage a distributed team of NOC Engineer I and II personnel, including training, shift oversight, and performance feedback • Maintain 24/7 shift rotations, ensuring complete around-the-clock coverage, including coordinating PTO and shift-switch coverage • Partner with the Scheduling Supervisor to coordinate real-time ticket distribution, SLA adherence, and workload balancing • Conduct regular ticket quality reviews to ensure that engineers are documenting, communicating, and resolving issues according to standard operating procedures • Identify tickets at risk of SLA breaches, unresolved escalation chains, or missed critical details—and intervene as needed • Provide coaching and corrective feedback on ticket hygiene, client communication, and technical troubleshooting • Respond to escalations for high-priority or complex incidents outside of regular shift coverage as part of a management On-Call Rotation • Create and deliver weekly reports to leadership on NOC performance, shift trends, and SLA compliance • Collaborate with cross-functional teams to resolve complex issues and ensure a seamless customer journey • Participate in the recruitment and selection of NOC Engineers, ensuring that only the most qualified and motivated individuals are hired

🎯 Requirements

• Proven experience leading or supervising NOC, SOC, or support desk operations in a 24/7 environment, with a track record of delivering exceptional customer service • Strong understanding of service dispatch, triage, and SLA-based ticket workflows • Familiarity with ticketing platforms (e.g., ConnectWise Manage/PSA, ServiceNow) and RMM/monitoring tools (e.g., Auvik, N-central) • Excellent verbal and written communication skills, with a focus on clarity, consistency, and team alignment • Experience with multitasking and time management in dynamic technical environments • Capable of identifying service bottlenecks and recommending continuous improvement actions • Demonstratable knowledge of ITIL processes and concepts • Familiarity with cybersecurity services including endpoint protection, firewalls, SIEM alerts, identity management, and backup monitoring • Bachelor’s degree in cybersecurity, information technology, or a related field of study Or an equivalent work history • 3+ years in a NOC, SOC, or IT support management role • MSP/MSSP experience strongly preferred • 2+ years of people management experience, including shift scheduling, coaching, and performance reviews • Strong familiarity with SLAs, ticketing systems, and IT/cybersecurity infrastructure operations • Experience in reviewing and improving technical documentation g., SOPs, KBs, and runbooks • CompTIA Security+, Network+, ITIL Foundation, or equivalent certifications (preferred)

🏖️ Benefits

• Internal and external learning & development opportunities, including career advancement • Competitive compensation & benefits including: Private health insurance • Mental health and wellness programs • Company-matched pension scheme • Life insurance and income protection insurance • Monthly fitness/gym membership allowance