Noc Manager

Role & responsibilities

NOC Operations Management

• Lead and manage 24x7 NOC operations to ensure continuous monitoring of infrastructure, networks, and systems.
• Oversee monitoring of servers, network devices, storage systems, and applications.
• Ensure quick identification, troubleshooting, and resolution of operational incidents.

Team Leadership

• Manage and mentor NOC engineers and shift leads, ensuring operational efficiency and team development.
• Define shift structures, operational processes, and escalation procedures.
• Conduct regular training and performance reviews for NOC team members.

Incident & Escalation Management

• Act as the primary escalation point for critical incidents and outages.
• Ensure timely resolution of incidents and minimize service disruption.
• Lead root cause analysis (RCA) and ensure corrective and preventive actions are implemented.

Data Centre & Infrastructure Oversight

• Monitor and manage data centre infrastructure components, including servers, networking equipment, storage, and virtualization platforms.
• Coordinate with infrastructure, security, and engineering teams to maintain system availability.

SLA & Service Delivery Management

• Ensure adherence to Service Level Agreements (SLA) and operational KPIs.
• Track performance metrics and drive improvements in service delivery.
• Handle escalations related to customer environments and ensure timely communication.

Enterprise Customer Support

• Support enterprise customers and large-scale infrastructure environments.
• Provide regular updates to internal stakeholders and customers during major incidents or outages.

Automation & Process Improvement

• Identify opportunities for automation in monitoring, alerting, and incident response processes.
• Drive continuous improvement initiatives to improve operational efficiency.

Reporting & Compliance

• Prepare operational reports, incident reports, SLA reports, and performance dashboards.
• Ensure compliance with internal policies, operational standards, and security guidelines.

Preferred candidate profile

Required Skills & Qualifications

• 15+ years of total IT experience, with 8+ years in NOC or infrastructure operations.
• Strong experience managing NOC teams and 24x7 operations environments.
• In-depth understanding of data centre infrastructure, networking, and system monitoring tools.
• Experience with incident management, problem management, and escalation frameworks.
• Proven experience handling enterprise customers and critical infrastructure environments.
• Strong knowledge of SLA management and service delivery processes.
• Excellent leadership, communication, and decision-making skills. Strong understanding of network operations, monitoring tools, and infrastructure management in large enterprise or ISP environments.
• Experience with network monitoring and observability tools such as SolarWinds, Nagios, Zabbix, PRTG, or similar platforms.
• Knowledge of core networking technologies including BGP, MPLS, VXLAN, EVPN, and SD-WAN.
• Familiarity with data center operations, including servers, storage, virtualization, and network infrastructure.
• Experience managing cloud-based infrastructure in environments such as AWS, Azure, or Google Cloud.
• Understanding of incident monitoring, alert management, and escalation processes within a 24x7 NOC environment.
• Exposure to ISP / telecom network operations and service delivery environments.

Preferred Qualifications

• Bachelors degree in computer science, Information Technology, or Engineering.
• Certifications such as ITIL, CCNA/CCNP, or Data Centre certifications are an advantage.
• Experience working with cloud infrastructure, virtualization platforms, and enterprise monitoring tools.