RavenVolt Inc, An ABM Company

Manager

• Lead the day-to-day operation of the 24/7 Network Operations Center
• Lead, coach, and hold accountable a pooled monitoring team of microgrid and EV specialists and analysts
• Own staffing, scheduling, and shift coverage for continuous 24/7/365 operations, including nights, weekends, holidays, and surge periods
• Establish operating expectations, escalation standards, and response protocols
• Run onboarding, training, and quality reviews
• 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, coordination, communication, and restoration
• Own the detect-to-respond handoff into dispatch and field service organizations across the Tier 1 to Tier 4 support model
• Investigate root causes and drive corrective actions, post-incident reviews, and closure
• Oversee the third-party Tier 1 follow-the-sun monitoring partner and hold them accountable to SOPs, SLAs, and response expectations
• Serve as the senior monitoring escalation point for internal teams and clients as needed
• Own monitoring KPIs, reports, dashboards, trends, and risks for leadership and clients
• Identify workflow gaps and drive process improvements reducing response times, repeat failures, and manual effort
• Maintain NOC SOPs, operating playbooks, and monitoring documentation
• Partner with Cortex software and engineering teams to improve tooling, alarming logic, dashboards, and reporting
• Drive automation including alert optimization, automated case creation, anomaly detection, and self-healing where appropriate
• Support onboarding of new clients and assets by validating connectivity, monitoring readiness, escalation contacts, alerts, and case workflows
• Collaborate with dispatch, service coordination, field service, engineering, project management, and sales
• Contribute monitoring expertise to NOC service sales and scoping
• Ensure compliance with industry regulations, security practices, and internal standards

Manager – Remote Monitoring