Summary:
Manage NOC operations to ensure seamless service delivery, incident management, and
technical support, while cultivating leadership skills. Ensure ticketing and SLA compliance,
document client activities, and support proactive monitoring and reliability metrics. Provide
24/7 escalation support with expertise in networking and ITIL processes.
Job Duties: 1
Primary Duties:
Daily Management: Oversee NOC team operations to ensure seamless service
delivery and incident management, request management, identity access
management, command center.
Technical Proficiency: Provide L1 and L2 network-related technical support and
ensure efficient shift management for optimal resource utilization and
communication. Demonstrate technical knowledge in AD, networking (SD-Wan,
MPLS, BGP, OSPF), Windows server, OS, SQL and basic troubleshooting,
Proficient in Microsoft Office 365 and SolarWinds, with a preferred understanding
of ITIL frameworks.
Leadership Development: Cultivate strong leadership skills to guide and
motivate a high-performing team and coach fresher to handle NOC.
Ticketing and SLA Compliance: Ensure accurate data capture and compliance
with TAT and SLAs when transferring tickets, supporting the operation in
minimizing escalations to Infra architect.
Activity Documentation: Generate and document tickets for all activities at the
time of report, ensuring timely action and escalation based on priority and
severity.
Client Satisfaction: Gather and document client feedback for each ticket and
deliver regular performance reports to service account manager.
Vendor management: Proactively monitor vendor related issue and engage with
them as first face of escalation. Engage with ITSM if KPIs are not full filled.
Documentation and Metrics: Maintain site-specific documentation and support
the IT service manager in monitoring reliability metrics and predicting potential
failures.
Proactive Monitoring: Oversee production networks, servers, and applications
through a centralized console, taking initiative and being a self-starter. Monitor
proactive alerts and communicate resolutions, using NOC monitoring tools
effectively. Grafana/Prometheus, SolarWinds, Citrix, CrowdStrike. Log Analysis
(Splunk, Loki).
24/7 Escalation Support: Provide first-level escalation support for Operation,
ensuring high service levels.
Incident and Change Management: Follow ITIL incident management
processes, identify major incidents and coordinate as required.
Experience Requirements: Minimum 8 years in IT support with minimum 5+
years' experience in NOC, major incident management, ITIL processes.
Communication and Reporting: Craft clear incident status updates for
executive audiences and work in a service delivery role with a business focus.
