Open to opportunities

Andre Black

@andreblack

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Director of NOC Operations delivering SLA-compliant, resilient 24/7 incident leadership.

United States

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What I'm looking for

I’m looking to lead a 24/7 NOC/managed services environment where I can drive incident leadership, reduce MTTR, strengthen SLA compliance, and improve resilience—using strong vendor partnerships, SOP/process optimization, and KPI/CSAT-focused monitoring.

I’m a senior-level Managed Services leader with extensive Network Operations Center (NOC) management experience, specializing in incident response and technical support field operations. I’ve led NOC teams across 24/7/365 service delivery environments, with proven leadership of 15–33 direct reports across U.S. and offshore models, while driving uptime, operational integrity, and ISO-aligned compliance.

I author and implement NOC processes and SOPs that reduce mean time to repair (MTTR), improve customer satisfaction, and strengthen retention. I partner closely with hardware/software vendors to ensure SLA compliance and support SLA breach recovery, and I bring operational resilience through disaster recovery, failover exercises, proactive incident detection, RCA/problem management, and continuous improvement driven by CSAT and KPI-focused monitoring.

Experience

Work history, roles, and key accomplishments

Director of NOC Operations

Specialist Network Operations

Apr 2025 - Apr 2026 (1 year)

Managed a 24/7 NOC covering monitoring of infrastructure, servers, applications, and security systems, with proactive incident detection and resolution. Led customer relationship management, incident/problem management, process optimization, and SOP documentation with ISO 27001 compliance.

NOC Management Incident Response ISO 27001 ITSM Security Monitoring Process Optimization SOP Development Customer Relationship Management Incident Management

Sr. Manager of Data Center Operations

University of Texas at Dallas

May 2022 - Apr 2025 (2 years 11 months)

Oversaw statewide 24x7x365 data center operations for UT academic and medical centers, ensuring uptime for IT applications and network services. Directed preventive maintenance, budgets, and SOPs, and managed technical programs for electrical, mechanical, fire safety, security, and communications infrastructure.

Data Center Operations Uptime Management Network Services Preventive Maintenance Programs Budgeting SOP Development Technical Program Management

Senior NOC Manager

K12/Stride

May 2021 - Apr 2022 (11 months)

Led technical support for enterprise networks and learning platforms, managing NOC operations and incident response. Supervised 15 NOC technicians/engineers supporting 24x7 infrastructure using AWS Cloud, New Relic, and SolarWinds, and supported vendor and change management.

NOC Operations Incident Response Team Leadership AWS Cloud New Relic Solarwinds Vendor Management Change Management L&D Platforms

NOC/Critical Incident Manager

Hcl Technologies

Aug 2018 - May 2021 (2 years 9 months)

Owned and resolved critical service disruptions through the CIM process, serving as the primary contact for stakeholder communications during incidents. Initiated RCA and problem management to ensure SLA compliance.

Critical Incident Management Problem Management SLA ITSM Stakeholder Management Incident Management

NOC Manager

Istreamplanet

May 2016 - Jul 2018 (2 years 2 months)

Directed a 24/7 live streaming NOC for TNT (Turner Network Television), maintaining operational excellence through SLA adherence and performance metrics. Led hiring, mentoring, and development of the NOC team, and authored operational process/procedures and monitoring tool and staff evaluation strategies.

24 7 NOC Operations SLA Management team development Monitoring Performance Metrics

Senior NOC/Incident Manager

Wipro

Aug 2013 - May 2016 (2 years 9 months)

Coordinated incident response across the NOC, Service Desk, and Application Support, leveraging ITSM for workflow and escalation. Provided WAN/Telecom and voice/data network support and managed escalations and business communications.

Incident Management NOC Operations ITSM Service Desk Support Application Support Coordination WAN Telecom Support Escalation Management

Director of Network Operations

Intellys

Jul 2010 - Jul 2013 (3 years)

Directed daily operations and strategic management of NOC technicians and engineers, overseeing IT infrastructure for availability, scalability, and security. Developed operational processes and led hiring, training, and incident escalations to support continuous delivery.

Network Operations Team Leadership IT Infrastructure Availability Management Scalability Security Operations Escalations

NOC Manager

DmsP Omnicom Group

Nov 2006 - Jun 2010 (3 years 7 months)

Managed daily operations of a Network Operations Data Center, reporting on implementation progress and resource allocation. Ensured ISO/ITIL compliance, managed vendor relationships, and led staff reviews and continuous improvement efforts.

NOC Management Data Center Operations Vendor Management Continuous Improvement Resource Allocation

NOC Supervisor

Affiliated Computer Services

Aug 2003 - Nov 2006 (3 years 3 months)

Supervised a 24/7x365 Network Operations Center responsible for monitoring and delivering high-level network operations technical support. Managed ticket management and problem resolution and participated in ITIL change management and customer support/retention meetings while leading vendor relationships and NOC teams in Dallas and Bangalore.

24 7 NOC Supervision Network Operations Ticketing Change Management Vendor Management Team Leadership