Manager of Monitoring

• 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.

• 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.

About RavenVolt, an ABM Company

RavenVolt is a turnkey energy solutions and construction (EPC) management provider, specializing in providing tailored onsite energy solutions to increase energy reliability and resilience while minimizing long-term operational costs. We are hyper-focused on delivering resilient, efficient, and sustainable microgrid systems that support a wide range of industries across the United States.

Our Expertise Includes:

• Licensed to operate in 40 states
• In-house design services with multi-state licensed engineers
• A proven team that has completed thousands of projects nationwide
• Dedicated in-house project management and construction personnel
• National vendor relationships supporting all critical microgrid components

At RavenVolt, you’ll be part of a team shaping the future of distributed energy and infrastructure through innovative, end-to-end solutions. About ABM