NOC Manager

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Job Title:

NOC Manager

Reports To:

Director of Network Operations and Strategic Excellence

Location:

Timings:

7pm to 4am (winters)

6pm to 3am (summers)

Summary:

Network manager's plan and outline the design, installation, and running of IT, data, and network systems in an organization. A Network Manager also assists businesses in maintaining their business network. This can include providing technical support, solving errors, and optimizing the network for the best productivity results. Along with maintaining a company's network infrastructure you may also provide technical support to the staff and train them on how to use the systems.

Responsibilities:

• Proactively reviewing and providing support on the day-to-day service requests on the Helpdesk from reception to closure, acting as an escalation resource when required to ensure the resolution of the issue is carried out minding the total quality management
• Prioritizing and assigning the tasks to the TAC resources, ensuring that the SLAs targets are met, and changes are implemented in the prescribed window, preparing and uploading necessary documentation detailing actions taken
• Keeping the company's digital database up to date and implementing appropriate processes for data protection, archives, backups, configurations, disaster recovery, and failover procedures
• Maintaining the integrity of the network deployment and connectivity throughout hosted LAN / WAN Infrastructure while adhering to the quality standards
• Testing of the new devices, training of the team members, and posting the new information to the management regarding the technology trends by continuous learning and research
• Presenting help desk reports in regular meetings, Identifying and informing any trends or patterns in customer issues, and discussing the steps taken to resolve new issues
• Maintain a schedule of customer interactions, take reviews for improved customer service
• Continuously monitor the performance of the team members and keep a track of their internal projectsto ensure the timelines are met, carry out quarterly reviews according to their KPIs, manage the team schedule/leaves, and report to the top management if any member is slacking
• Continuously work on the capacity building, learning, and training of the team members. Design and conduct training on all Tiers, maintain the work off-hours and after-hours schedule and activity
• Perform multi roles duty in the absence of counterpart resources as and when needed

Requirements:

• Education: Master's in Engineering (Computer Science, IT, Electrical Telecom) or related field
• Certifications: CCNA, CCNP, Google Workspace, CompTIA, MSCE, and others
• Proficiency in network building and monitoring toolswould be considered a plus point
• Experience: Minimum 4-6 years of proven experience in handling complex IT Network issues and 24/7 management of NOC Team and Operations.
• Knowledge of Computer Systems, Operations of the support center, and VOIP Technology
• Strong Team Management and Leadership Skills
• Proven Problem-Solving and Analytical Skills
• Excellent interpersonal, Communication, and Presentation skills
• Provide 24x7 on-call support on a rotational basis with the team

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology

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