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 explicit 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.
Key Responsibilities
Team Leadership Development
- 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 v