About Calian

At Calian, we help organizations overcome obstacles, manage risks, and drive progress. Since 1982, we’ve grown from a small consulting firm into a trusted global company across defence, space, health, nuclear energy, public safety, and government.

We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you’re driven by purpose and energized by solving real-world challenges, we want you on our team.

Job Type: Full Time

Position Overview

The Manager, Network Operations Center (NOC) leads a 24/7 operations team responsible for delivering infrastructure monitoring, incident management, and operational support across client environments, including on-premises, cloud, and hybrid infrastructures. This role is accountable for the quality, reliability, and scalability of NOC services and acts as a senior escalation point for complex infrastructure and cloud incidents.

The Manager, NOC combines deep technical expertise, strong people leadership, and client-facing excellence to ensure contracted services are delivered to the highest standards while driving continuous improvement and service innovation.

Responsibilities

  • Operational & Service Delivery
  • Lead 24/7 NOC operations, including infrastructure and cloud monitoring, incident management, patch management, backup verification, vulnerability remediation, change execution, and reporting.
  • Ensure service delivery aligns with client contracts, SLAs, and ITIL-based best practices.
  • Act as the escalation point for complex infrastructure and cloud incidents, including major outages and crisis situations.
  • Support SOC teams during cybersecurity incidents and service restoration.
  • Ensure compliance with security standards, disaster recovery requirements, and audit obligations.
  • Client & Business Alignment
  • Build and maintain strong relationships with client stakeholders through transparency and consistent delivery.
  • Partner with Sales and Pre-Sales teams to scope NOC services and provide accurate cost estimates.
  • Collaborate with Customer Success to align service delivery with client business outcomes.
  • Serve as the operational authority on client environments, working closely with SOC and Engineering teams.
  • Deliver Service Reviews, Quarterly Business Reviews (QBRs), and Annual Reports.
  • Process, Innovation & Continuous Improvement
  • Develop and maintain SOPs, technical documentation, KPIs, training materials, and operational playbooks.
  • Identify recurring issues and drive process improvements to enhance reliability, efficiency, and scalability.
  • Evolve NOC services through expanded monitoring, automation, improved dashboards, and reporting.
  • Collaborate with internal teams to design and launch new NOC service offerings, particularly for cloud and hybrid environments.

People Leadership

  • Lead, coach, and develop NOC Engineers across operational and professional services work.
  • Set clear expectations, manage performance, and address underperformance through structured coaching.
  • Identify high performers and develop future leaders.
  • Foster a culture of accountability, collaboration, and continuous professional growth.

Performance & Reporting

  • Track and report SLA compliance, uptime, MTTR, response times, and customer satisfaction.
  • Translate performance data into actionable insights for clients and internal leadership.
  • Ensure consistent delivery of an exceptional customer experience.

Qualifications

Required

  • 5+ years of experience in IT Operations, with 3+ years in leadership managing NOC or 24/7 operations teams.
  • Strong technical expertise in enterprise infrastructure, including servers, networking, storage, firewalls, and virtualization.
  • Proven experience supporting cloud platforms (Microsoft Azure, AWS) and hybrid environments.
  • Hands-on experience with monitoring tools (e.g., Site24x7, SolarWinds, Zabbix, Nagios, Microsoft Sentinel, CrowdStrike) and ITSM platforms (ServiceNow, Jira, or similar).
  • Strong understanding of ITIL frameworks and SLA-driven service delivery.
  • Excellent leadership, communication, and client-facing skills.
  • Proven ability to collaborate cross-functionally with Sales, Pre-Sales, SOC, Engineering, and Customer Success teams.

Preferred

  • ITIL v4 Foundation (or higher).
  • Cloud certifications (Azure Administrator, AWS SysOps, or equivalent).
  • Experience in an MSP or MSSP environment.
  • Background in cybersecurity operations or compliance.

Additional Requirements

  • Ability to lead confidently during high-pressure incidents and client outages.
  • Strong strategic and operational problem-solving skills.
  • Capacity to anticipate and mitigate risks across infrastructure, cloud, and hybrid environments.
  • Ability to balance competing priorities while maintaining SLA performance and customer trust.
  • Commitment to continuous improvement, service innovation, and operational excellence.
  • Willingness to support a 24/7 operational environment, including after-hours escalation when required

Compensation

$140,000-$145,000

Vacancy

We have 1 available position.

#LI-SL1# #SF#

AI Usage Disclosure

At Calian, we do not use Artificial Intelligence (AI) to screen or evaluate candidates. AI tools may support backend administrative tasks, but they do not influence hiring decisions. All evaluations and decisions are made by real people on our recruitment team and hiring managers. All applicants are reviewed and only those chosen for an interview will be contacted by our recruiting team.

How we hire

  • Our hiring process is designed to help us get to know you and discover if you are the best fit for our team. It’s also an opportunity for you to gauge if a role at Calian is the right fit for you.

    Throughout the process, we’ll share details of the kind of work you’ll be doing, the projects you’ll be working on, the team you’ll be joining, and what it’s like working at Calian. Our biggest tip throughout the process is to  just be your authentic self! 
  • Our commitment to diverse, yet highly specialized solutions require many different skills and abilities. We look for the best talent that can contribute to Calian’s success as well as enhance our  culture. We encourage you to apply to a role or join our talent community and sign up for job alerts that match your area of expertise and what you are looking for in your next opportunity.  

    During the recruiting process, you’re encouraged to notify us of any accommodations you may require. We’ll be happy to help. 

  • We give the same time and consideration to everyone who applies. Here are a few things you can do to ensure your application shines: 

    • Do your research on Calian, the department, and team you are looking to join 
    • Add a cover letter that explains why you are a good fit for this position  
    • Share a portfolio, personal websites, or links to your professional social media 
    • In your CV, highlight your key achievements – this is your time to brag 
    • Include dates! Share the timeline of your experience 
    • Stand out by tailoring your resume to each position you apply to  
    • Only apply to roles you’re genuinely interested in and that align to your experience 
    • Be prepared! Do your research on Calian, the department, and team you are looking to join
    • View the responsibilities for the role and find examples that demonstrate how you’ve completed these in your previous work  experience 
    • Prepare a list of questions to ask us 
    • Dress business casual for your interview (virtual and in person) 
    • We assess your skills and fit, you assess our fit for you 
    • We keep you updated and share expectations as we make progress in the recruiting cycle  
    • Feel free to reach out to your Talent Acquisition Specialist at any time during the hiring process 

Perks and benefits

  • Flexible work hours
  • Robust company-paid benefits
  • Generous time off package
  • A balanced approach to work and life
  • Stock purchase plan
  • RRSP program*
  • Work from home options