MSOC Operations Manager at Chaos Industries · LumiJobs

Responsibilities

The Mission Support Operation Center (MSOC) is the 24/7 nerve center for every CHAOS system, and every CHAOS teammate, deployed worldwide. As the MSOC Operations Manager, you will help build something new at CHAOS: the product and customer support workflows and 24/7 operations center that keep our customers and fielded systems supported around the clock, and the global operating picture that keeps our deployed teams safe and informed.
This is an operations and process role working cross-functionally with our Mission, Security, Engineering, and Manufacturing teams. You will know, at any hour, the status of our systems and customers, where our people are, what threatens them, and you will help build and manage the 24/7 operations center rotation that supports them.
Manage 24/7 MSOC operations: shift structures, on-call procedures, shift-change briefs, and operational rhythm.
Own the MSOC's incident intake, triage, and escalation flow, serving as the senior on-call authority during mission-critical events.
Own customer connectivity and support continuity for CHAOS systems and services, coordinating across Mission, Engineering, and Manufacturing to resolve issues and drive customer success.
Author the SOPs, playbooks, and metrics that govern MSOC operations, and run the rehearsals and after-action reviews to ensure continual improvement.
Maintain the global operating picture: real-time location, health, and status of deployed CHAOS personnel and systems, with threat monitoring and timely warning for regions where CHAOS personnel operate.
Minimum Requirements:
5+ years’ experience leading, managing, or standing up a 24/7 operations center or support operations function (military operations center, GSOC/NOC/SOC, technical support or service operations center, or equivalent), including shift design, on-call standards, and continuity of operations.
Experience managing incident intake, triage, and escalation workflows in a customer-facing or product support environment.
Proven ability to build processes, SOPs, and operating rhythm from scratch in an ambiguous, fast-moving environment, with exceptional composure and communication under pressure.
Willingness to work a flexible schedule supporting a 24/7 operation (including nights/weekends/holidays as the mission requires) and to travel to customer and deployment sites.

MSOC Operations Manager

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Chaos Industries

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