What will you contribute? Reporting to the Director of Network Operation Center, the NOC Manager is responsible for the 24x7x365 Operations, Enterprise Monitoring solutions, Production Control systems as well as IT Operations.
You hold accountability over production monitoring and response workflows to ensure swift and purposeful actions are taken to maintain stability of production infrastructure globally.
Responsibilities & Deliverables : Supervise a 24x7x365 Tier 1 shift operations and manage shift schedules to ensure seamless 24 x 7 staffing of NOC analysts Hiring, Training, Development and Performance management of NOC Tier 1 analysts Provide first level escalation support, coach and mentor team members to ensure personnel are working on issues as efficiently and accurately as possible in a team-oriented culture Ensures that all process and procedures are implemented, understood and followed Work with both Onshore and Offshore teams to mentor them and be their leader Implement standards and use of enterprise monitoring and job scheduling tools Work at a detail level with technical teams when required in order to restore normal service as quickly as possible and minimise the adverse impact to Customers.
Support the implementation of alert intelligence and automation in NOC to decrease MTTR across all production incidents Maintain and improve the Services Operations business continuity plan and documentation (Runbooks).
Asses data, identify gaps, trends, and inaccuracies, and turn that data into actionable outcomes and opportunities Multi-task and solve multiple trouble issues simultaneously, meet the MTTR, SLA & KPI while providing hands-on leadership during events Ensure all customer affecting network events are managed to resolution in a timely manner, meeting all SLAs.
Develop required processes for all new services / technologies introduced in NOC and maintain associated documentation Ensure timely and accurate notifications of all high severity incidents Enhance First Time resolution (FTR) within NOC to reduce MTTR Execute the vision for NOC expansion and capabilities, process maturity, tools set and global reach for the company Exceptional skills in communication are required with a goal of communicating effectively to technical and non-technical audiences.
Required Experience : ITIL v3 certification, minimum foundation level 5+ years ITSM experience in multi-vendor service delivery An effective and capable written, verbal, and interpersonal communicator with strong organizational skills Highly proficient with Service Now, particularly incident management Proven ability to analyse and solve a wide range of technical problems Proven ability to work under pressure and operate effectively and efficiently in crisis situations.
Solid understanding and experience with service management processes & tools, such as IT services management (ITSM), IT operations management (ITOM) using Service Now Knowledge about modern infrastructure technologies and cloud service providers Customer service orientation Experience in IT shared services model