Technology Manager Location: West Greenwich, RI, US, 02817 Requisition ID: 17635 Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com . **Overview** The Network Operations Center is seeking an experienced and strategic NOC Manager to lead the development, launch, and ongoing operation of our new managed services NOC. This leadership role is ideal for a hands-on network engineer or operations lead ready to manage a growing team, refine service delivery, and build scalable processes from the ground up. You will play a pivotal role in designing and implementing the tools, workflows, and team structure that power our 24/7 support capabilities. **Responsibilities** + Oversee the daily operation of the Network Operations Center, including shift management, ticket escalations, and incident response + Build and manage a high-performing NOC team (hiring, onboarding, training, coaching) + Define and enforce SLAs, escalation procedures, and operational runbooks + Lead the implementation and integration of NMS, RMM, and ticketing platforms + Serve as the highest tier of escalation for complex networking and performance issues + Collaborate with engineering, security, and customer success teams to ensure service quality + Manage NOC metrics (SLA compliance, alert volumes) and present insights to leadership + Develop and maintain comprehensive documentation, including SOPs and client network topologies + Drive continuous improvement through automation, tool enhancements, and process updates + Support onboarding of new clients and services into the NOC environment **Key Tasks** 1. Team Leadership & Performance • Hire, train, and supervise Tier 1 and Tier 2 analysts • Manage shift coverage and 24/7 scheduling rotation • Conduct regular performance reviews and mentorship sessions 2. NOC Tooling & Process Development • Oversee deployment and tuning of monitoring and alerting systems (e.g., NNMi Zabbix) • Design and maintain escalation paths and incident handling workflows • Define KPIs for service performance, and generate executive reporting 3. Incident Management • Serve as escalation point for high-impact incidents • Lead major outage calls and ensure root cause analysis is completed • Communicate clearly with stakeholders and clients during incident events 4. Service Integration • Define onboarding process for new client networks and services • Standardize configuration management, patching, and health checks • Ensure secure, documented handoff from implementation to NOC support 5. Documentation & Compliance • Maintain SOPs, network diagrams, and documentation repositories • Ensure compliance with industry standards (e.g., ITIL, NIST) • Support security monitoring initiatives in collaboration with SOC teams **Key Attributes** + Strategic Thinker + Plans ahead for team growth, tool scalability, and service delivery expansion + Process-Driven + Builds, documents, and enforces clear, repeatable workflows + Technically Proficient + Understands network infrastructure, firewalls, and monitoring at a deep level + Decisive Under Pressure + Provides leadership and clarity during critical incidents + Team Builder + Hires, mentors, and retains strong technical talent + Metrics-Oriented + Monitors performance using KPIs and drives improvement + Client-Focused + Keeps SLAs, uptime, and service quality front and center + Change-Ready + Comfortable building systems from scratch in a fast-evolving environment **Qualifications** + 5+ years experience in a NOC, MSP, or enterprise network operations role + 2+ years of experience in a team leadership or management capacity + Strong technical background with firewalls, VPNs, SD-WAN, and enterprise network stacks + Experience with NMS/RMM tools (e.g., PRTG, Zabbix, LogicMonitor, ConnectWise, SolarWinds) + Familiarity with ticketing and ITSM platforms (e.g., ServiceNow, Jira) + Knowledge of industry frameworks such as ITIL, NIST, or SOC 2 + Excellent communication and documentation skills + Comfortable working in a 24/7 operations model with rotating escalations **Keys to Success** + Building collaborative relationships + Decision making + Drive results + Foster innovation + Personal energy + Self-leadership \#LI-DAK At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $59,795 - $122,400. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable. Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements. All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate. IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.