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The Network Ops Center Manager will lead a dynamic team and ensure smooth daily operation of the network operations center (NOC). Primary objective is to ensure the operations are attended within agreed service Level agreement. Meeting Response and resolution in timely manner. The candidate will make certain the required infrastructure, resources and monitoring systems are available and operationally stable to meet the team’s & its customer requirements. The position works closely with other functional departments to identify, recommend, implement, and operate functional and cost-effective solutions for all aspects of the services managed by the NOC. The Network Ops Center Manager also takes care of the development and support of NOC team while leading critical network projects and operates within company policies and procedures. The Network Ops Center Manager is also instrumental in developing and/or vetting new technologies and services and aligning them with the organization’s strategic vision.
Job Responsibility:
Provide guidance, leadership and support to NOC team
Responsible to set, meet the SLA Metrix and achieving adherence
Responsible to get the highest customer feedback
Support teams during IT Infrastructure activities and for BharathCloud network
Support NOC team in designing, updating and monitoring data networking systems and equipment
Ensure compliance to various IT industry standard like ISO 20000, ISO 27001/17/18 with company guidelines
Responsible for setting up the processes, monitoring effectiveness and improvising thereafter
Producing service delivery performance and compliance reports
Implement strategic plans and goals for the team
Perform managerial duties such as timesheet approval and department scheduling
Facilitate the knowledge base management among teams
Responsible for improving the customer satisfaction and employee satisfaction
Introduce & implement innovation/automations in the system to improve productivity and run systems error free
Responsible for improvising the productivity of the team
Make sure the team follows systems, process towards organization guidelines
Attend seminars, training sessions, and internal/external meetings
Working towards goals set by management to achieve service targets
All other duties as assigned
Requirements:
BSc/B.Tech in Electronic/computers Science or Engineering and/or equivalent work experience
Experience of 5-7 years in any of the IT/ITES based support center operations
Strong knowledge in ITIL processes, life cycle and ITIL certification is mandatory
Fair knowledge in IT asset management/CMDB tools
Strong knowledge in administration of ITSM/ticketing systems
Good knowledge in project management tools
Fair knowledge in Information Security Management Systems
Fair knowledge is ITSM (IT Service Management Tool) and IT Infrastructure management tools
Proven ability to manage a team in 24×7 operations
Proficient in MS Office/productivity tools
Strong communication and interpersonal skills
Professional attitude and appearance
Ability to manage multiple projects and tasks
Establish and maintain effective working relations with key stakeholders, employees and customers
Willingness to work extended hours, weekends and holidays as necessary