NOC Manager, Tier 1 Network Operations Center, Global Charging

Description:
The Global NOC Manager is a member of the Charging Operations team based in Buffalo, NY. You will lead the Tier 1 monitoring team to ensure a superior 24/7 charging customer experience while partnering with Energy Service, Charging Asset Management, internal Engineering, and external parties, emphasising metrics‑driven decision making and the development of agentic (autonomous) solutions.

Responsibilities:
Lead the Global Network Operations Center, driving reliable, first‑class customer experience through monitoring, issue management, and continuous problem solving while owning core KPIs and SLA compliance
Hire, onboard, schedule, coach, and retain highly responsive specialists focused on network and site health, fostering data‑literacy, automation expertise, and clear career paths
Direct real‑time incident response, coordinate escalations, provide leadership updates, and conduct post‑mortems that feed findings into metrics dashboards
Design, prototype, and roll out autonomous monitoring tools (AI‑driven anomaly detection, self‑healing scripts, automated ticket routing) and embed these agents into workflows in partnership with Tier 2, Service Engineering, Field Service and Asset Management
Capture outcomes of agent actions to retrain models, ensuring continuous learning and improvement of autonomous solutions
Develop and implement new processes that improve monitoring efficiency, detection speed, and communication clarity working directly with product teams to drive single-pane tools & visibility
Represent the NOC with internal and external stakeholders, delivering data‑rich updates and strategic recommendations

Requirements:
Flexible working weekend and holiday shifts; rotate through all team shifts to ensure development
10+ years of experience in 24/7 operations (medical, IT, utility, or similar) or equivalent experience
Proven track record leading metric-focused teams with the ability to define, monitor, and action KPI trends
Experience with automation, AI/ML, or agentic solutions for monitoring and remediation preferred
Exceptional communication skills, capable of translating technical data for executives, field crews, and customers
Strong project management mindset, adept at juggling multiple priorities while prioritizing efficiency and data-driven decision making
Ability to coordinate in fast-paced environments and lead cross functional, matrixed teams to meet SLA commitments

Compensation & Benefits:
Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Medical plans > plan options with $0 payroll deduction
Family-building, fertility, adoption and surrogacy benefits
Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
Healthcare and Dependent Care Flexible Spending Accounts (FSA)
401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
Company paid Basic Life, AD&D
Short-term and long-term disability insurance (90 day waiting period)
Employee Assistance Program
Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
Back-up childcare and parenting support resources
Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
Weight Loss and Tobacco Cessation Programs
Tesla Babies program
Commuter benefits
Employee discounts and perks program

Expected Compensation
Supervisor Technical Programs - $126,000 - $189,000/annual salary
Associate Mgr Technical Programs - $154,080 - $231,120/annual salary
Mgr Technical Programs - $169,200 - $253,800/annual salary

• cash and stock awards + benefits for all levelsPay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.