Leads a 24/7 remote monitoring operation covering microgrids, backup power, and EV charging assets. Manages monitoring staff, staffing coverage, incident response, third-party monitoring partners, escalation workflows, KPIs, reporting, SOPs, and continuous improvement. Partners with software and engineering teams on alerting, dashboards, automation, anomaly detection, and self-healing. Coordinates with dispatch, field service, engineering, project management, sales, and clients to maintain uptime and ensure effective incident resolution.
Position summary
We are seeking a Manager, Remote Monitoring to lead the day-to-day operation of our 24/7 Network Operations Center (NOC). This role owns continuous remote monitoring across our full asset base, microgrid and backup power systems and EV charging infrastructure, delivered on the RavenVolt Cortex platform. You will lead a pooled monitoring team of specialists and analysts, oversee our third-party follow-the-sun monitoring partner, and own the detect-to-respond handoff into the dispatch and field service organizations.This is primarily a people-leadership and operations role. You will spend the majority of your time leading the team, managing coverage, owning monitoring KPIs, and driving process and automation improvements, with the balance spent close to the monitoring floor validating quality, resolving high-severity events, and improving the platform alongside the Cortex software team. Success means high asset uptime, fast and consistent incident response, and a monitoring operation that scales as our portfolio grows.
Key responsibilities
Team leadership and 24/7 coverage- Lead, coach, and hold accountable a pooled monitoring team of microgrid and EV specialists and analysts, setting goals, running performance reviews, and building a succession pipeline.
- Own staffing, scheduling, and shift coverage for a continuous 24/7/365 operation, including nights, weekends, holidays, and surge periods, in partnership with Human Resources.
- Establish and enforce operating expectations, escalation standards, and response protocols; run onboarding, training, and quality review to build team capability and cross-asset depth.
- Provide on-call leadership coverage for urgent and high-severity events.
- Own continuous remote monitoring, alarm ingestion, triage, and case management across microgrid, backup power, and EV charging assets on the RavenVolt Cortex platform.
- Run incident and escalation management, including outage triage, prioritization, internal coordination, stakeholder communication, and restoration.
- Own the detect-to-respond handoff into dispatch and the field service organization, ensuring clean ownership across the Tier 1 to Tier 4 support model.
- Investigate root causes of recurring and high-severity issues and drive corrective actions, post-incident reviews, and follow-through to closure.
- Oversee the third-party (Tier 1) follow-the-sun monitoring partner covering nights and weekends, holding them accountable to SOPs, SLAs, and response expectations.
- Maintain clear tier definitions and escalation paths from Tier 1 (third-party SOP-based monitoring) through Tier 2 (NOC triage and ownership), Tier 3 (service and field teams), and Tier 4 (OEM and external).
- Serve as the senior monitoring escalation point for internal teams and, as needed, clients.
- Own monitoring KPIs, including asset uptime, alarm response time, and incident and case metrics, and report performance, trends, and risks to leadership on a recurring basis.
- Develop and maintain recurring reports and dashboards on asset health, uptime, and incident trends for internal leadership and clients.
- Identify workflow gaps and drive process improvements that reduce response times, repeat failures, and manual effort.
- Own and maintain the NOC standard operating procedures (SOPs), operating playbooks, and monitoring documentation.
- Partner with the Cortex software and engineering teams to improve monitoring tooling, alarming logic, dashboards, and reporting.
- Drive automation across the monitoring workflow, including alert optimization, automated case creation, anomaly detection, and self-healing where appropriate, to improve efficiency and scalability.
- Support onboarding of new clients and assets into monitoring: validate connectivity and monitoring readiness, confirm escalation contacts, and configure alerts and case workflows.
- Work closely with dispatch, service coordination, field service, engineering, project management, and sales to ensure smooth operational support and successful client onboarding.
- Contribute monitoring expertise to the sale and scoping of NOC and monitoring services, including deployment strategy and long-term supportability.
- Ensure compliance with applicable industry regulations, security practices, and internal standards.
Qualifications
Experience- 8 or more years in network operations, monitoring, technical operations, or a similar role, ideally in critical infrastructure, distributed energy, EV charging, or a comparable 24/7 environment.
- 2 or more years supervising or managing a team in a NOC, service desk, or similar 24/7 operational environment, including scheduling, staffing, and performance management.
- Demonstrated experience leading incident response, escalations, and cross-functional operational coordination.
- Experience managing third-party vendors or outsourced teams against SLAs.
- Bachelor’s degree in a technical field (engineering, information technology, computer science, or related), or equivalent operational experience.
- Strong command of monitoring platforms, dashboards, and operational data to drive decisions; experience with RavenVolt Cortex or a comparable DCIM, SCADA, EPMS, or monitoring system is a plus.
- Working knowledge of distributed energy assets (microgrid switchgear, generators, BESS, solar) and/or EV charging systems and protocols such as OCPP.
- Ability to write clear technical procedures, SOPs, and leadership-ready reports.
- Familiarity with automation and alerting logic in a monitoring environment.
- Proven people leader who can build, coach, and retain a shift-based team and set a high standard for quality and accountability.
- Calm, clear, and decisive under pressure during high-severity incidents, with strong communication across technical and non-technical audiences.
- Strong organizational skills, process discipline, and attention to detail.
- Customer-focused mindset that balances technical depth with service responsiveness.
- Background in critical infrastructure, data center, or distributed energy operations.
- Familiarity with cybersecurity best practices in monitoring and network environments.
- Understanding of how generative AI can be applied to monitoring, reporting, and operational workflows.
- Relevant certifications such as ITIL, CompTIA Network+, or comparable operations credentials.
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