NOC Lead - Enterprise Operations

1. Role Summary NOC Lead will be responsible for leading enterprise-wide 24x7 monitoring and operational support across websites, applications, networks, Windows servers, cloud services, and end-user computing platforms. The role owns shift governance, alert response, major incident coordination, vendor escalations, ITIL process compliance, BMC ticket governance, SLA and KPI reporting, and continuous service improvement. The position requires hands-on command of engine-based monitoring products and Site24x7, strong technical troubleshooting capability, and disciplined leadership to maintain service availability, performance, reliability, and operational excellence across the enterprise. 2. Key Responsibilities 2.1 Enterprise Monitoring & Command Centre Operations Lead 24x7 monitoring of enterprise websites, applications, APIs, network devices, Windows servers, cloud services, and other business-critical platforms. Take operational ownership of engine-based products and monitoring tools, including hands-on administration, troubleshooting, health checks, and service restoration support. Operate and optimize Site24x7 monitoring for website and application availability, response time, transaction performance, infrastructure health, and alerting. Ensure monitoring thresholds, probes, synthetic checks, dashboards, notification rules, and escalation paths remain accurate and aligned with business criticality. Review monitoring coverage for new and changed services and ensure there are no unmanaged assets, blind spots, or unsupported alerts. Reduce false positives and alert noise through regular tuning, correlation, suppression, and improvement of monitoring logic. 2.2 Incident, Event & Major Incident Management Ensure all alerts are validated, prioritized, acknowledged, recorded, and actioned within defined operational targets. Lead the technical and operational response for Priority 1 and Priority 2 incidents, including bridge coordination, task allocation, escalation, and service restoration tracking. Maintain clear communication with business stakeholders, technical teams, service owners, and management throughout critical incidents. Ensure incidents are linked to related problem, change, vendor, and known-error records where applicable. Drive post-incident reviews, root cause analysis, corrective actions, and preventive measures for recurring or high-impact failures. Verify that shift handovers include all active alerts, open incidents, pending vendor actions, planned changes, risks, and follow-up items. 2.3 Team Leadership & Shift Governance Supervise, mentor, coach, and schedule NOC Engineers to ensure complete and effective coverage across all shifts, including nights, weekends, and public holidays. Prepare shift rosters, manage leave coverage, distribute workloads, and maintain adequate staffing for operational and business requirements. Set clear expectations for punctuality, ownership, ticket quality, communication, escalation discipline, and a solution-oriented can-do attitude. Conduct shift briefings, knowledge-sharing sessions, technical coaching, performance reviews, and competency development activities. Maintain and enforce standard operating procedures, runbooks, escalation matrices, checklists, and shift handover standards. Review team performance and take timely corrective action for process gaps, missed alerts, delayed escalations, or recurring quality issues. 2.4 Vendor Coordination & SLA Management Act as the primary operational liaison with third-party vendors, managed service providers, telecom providers, application partners, and support contractors. Raise and track vendor cases, provide required evidence and diagnostics, coordinate troubleshooting sessions, and escalate delays or service risks. Monitor vendor response and resolution performance against contractual SLAs, operational level agreements, and service commitments. Conduct regular vendor service reviews and follow up on chronic issues, pending root cause reports, recurring incidents, and improvement actions. Maintain vendor contact details, support entitlements, contract references, escalation paths, and service coverage information. 2.5 ITIL Process & BMC Service Management Implement and enforce ITIL-based incident, problem, change, event, service request, and knowledge management processes within NOC operations. Use BMC Service Management / BMC Helix / BMC Remedy for ticket creation, categorization, assignment, escalation tracking, work notes, resolution, closure, and reporting. Ensure ticket records contain accurate timestamps, impact and urgency, troubleshooting evidence, actions taken, ownership, customer communication, and closure details. Review aging, breached, reopened, misclassified, and unassigned tickets and drive timely corrective action. Participate in change planning, change advisory discussions, maintenance windows, implementation monitoring, validation, and rollback coordination. Develop and maintain knowledge articles, troubleshooting guides, templates, and known-error documentation. 2.6 Reporting, Dashboards & Service Improvement Compile and share daily, weekly, and monthly reports covering incident trends, alert volumes, service availability, SLA attainment, MTTA, MTTR, ticket aging, recurring issues, and team performance. Maintain operational dashboards for enterprise services, critical infrastructure, website and application health, shift status, and management visibility. Analyze trends and recurring patterns to identify risks, capacity concerns, monitoring gaps, automation opportunities, and service improvement priorities. Present concise operational updates, incident summaries, service review inputs, and executive-level metrics to management and stakeholders. Track corrective and preventive actions to completion and demonstrate measurable service improvements.

Desired Candidate Profile

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related field.
• ITIL Foundation certification.
• CompTIA Network+ or Cisco CCNA certification.
• BMC Helix / BMC Remedy administration or user certification.
• Site24x7, ManageEngine, AppDynamics, or equivalent monitoring certification.
• 5-8 years of experience in enterprise NOC, infrastructure operations, application monitoring, or technical support environments.
• At least 2 years of team leadership, shift supervision, or operational coordination experience in a 24x7 NOC or support function.
• Hands-on experience managing website and application monitoring on a continuous 24x7 basis.
• Practical experience with engine-based monitoring products, Site24x7, and enterprise monitoring dashboards.
• Demonstrated experience using BMC Service Management or a comparable ITSM ticketing platform.
• Experience coordinating vendors, managing escalations, and driving SLA compliance.
• Experience applying ITIL practices in incident, problem, change, and service request management.
• Experience preparing service reports, operational metrics, trend analysis, and management dashboards.
• Ability and willingness to work or provide leadership coverage across rotating shifts, nights, weekends, and public holidays.
• Experience in highly available, mission-critical environments such as banking, healthcare, government, telecom, retail, or large enterprises.
• Leadership, coaching, mentoring, and shift management.
• Strong troubleshooting, analytical, and decision-making skills.
• Customer-focused service delivery and ownership mindset.
• Excellent verbal, written, and incident communication skills.
• Vendor, stakeholder, and cross-functional team management.
• Strong documentation, reporting, and presentation practices.
• Reliability, punctuality, responsibility, and a can-do attitude.
• Ability to remain calm and decisive during critical incidents.
• Attention to detail, process discipline, and continuous improvement.
• Continuous learning and adoption of emerging monitoring and operations technologies.