Manager -NOC Helpdesk - Pune, India - Nexapp Technologies Private Limited

Description

Job Description

We are looking for an experienced Head-NOC Operations -Customer Support who will be responsible for managing all aspects of customer support, service & Operations. A key role is to ensure that the networking system runs efficiently without interruption. manage the business process in the organization. Develops the organization's customer service strategy and manages the overall performance of people and processes to achieve the highest levels of customer satisfaction & SLA's.

Responsibilities

Strategy & Planning

• Primary responsibility is to plan, organize, and manage staff and overall operations to ensure the stability of customer's infrastructure.
  
• Provides overall expertise with all network operations functions.
  
• Ability to define, implement and enforce configuration management and change management policies and practices.
  
• To demonstrate skills in team leadership and an ability to accomplish departmental and functional goals
  

Acquisition & Deployment

• Handle escalations and manage support from different levels.
  
• Ensure adherence to operational metrics.
  
• Hire, develop, train, and retain highly responsive and customer-focused engineers to ensure the effective operation of the department
  
• Manage tools, systems, and procedures to ensure dynamic management of issues and customer management.
  
• Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization.
  
• Evaluate the technical skills of the team and ensure there is an appropriate level of expertise.
  
• Provide procedural training to staff.
  
• Perform performance objectives and performance reviews with all team members.
  

Operational Management

• Will include hands-on technical support work related to the overall health and maintenance of customer environments.
  
• This position will perform tier-2 and 3 escalation support and act as the point of contact in the NOC for all inquiries from other departments.
  
• Will manage all related partner operational expectations.
  
• Ensure continual process improvement within the NOC including but not limited to automation of NOC tasks and reporting, implementation of enterprise-wide monitoring initiatives, and routine administration tasks.
  
• Identify areas for process and efficiency improvement within the NOC; recommend prioritized enhancements and oversee implementation
  
• Ensure that reports are accurate and delivered on time.
  
• Support to customers and employees for issues related to live monitoring, networking, service availability and reliability.
  

Team management

• Responsibility for direct supervision of NOC team members.
  
• Conduct Performance Appraisals, coaching, training and objective settings.
  
• Provide direction and leadership to build a process-focused, cross-functional team.
  
• Manage scheduling of shift coverage and operational work streams to optimize service delivery.
  
• Address technical and non-technical escalations.
  
• Report on key metrics of availability, incident resolution, and NOC performance.
  
• Perform regular process improvement reviews to ensure ongoing optimization.
  

Requirements

• Excellent leadership qualities
  
• Demonstrated history of successfully leading teams
  
• Excellent skills in developing processes and procedures for Client & In-house team.
  
• Excellent oral communication skills, writing and presentation skills
  
• Ability to work independently as well as in a team environment.
  
• Ability to interact with clients in a professional, articulate manner
  
• Self-disciplined, self-motivated and the ability to organize and prioritize time effectively.
  
• Network services experience is desired.
  
• ITIL V3 Foundation Certification preferred
  
  

Education & Certification :Bachelor's or master's degree with qualifications in computer science, electrical engineering, telecommunication engineering and information technology and related fields.

Experience :More than 10 years' experience in NOC Operations and including at least 4-5 years of experience Team management.

About Nexapp
Nexapp Technologies is an India-based Company focused on SD-WAN, the Internet of Things (IoT), and the edge computing solutions for B2B, M2M, and IOT headquartered in Pune, India. Recognized as a great place to work, Nexapp has grown immensely and achieved great milestones through its inception.

Founded in 2014, Nexapp started as an idea to provide Managed Services for network infrastructure to bridge the gap between core services and network domain for small to large enterprises.Emerged as an SD-WAN Solution Provider for B2B, M2M, IoT delivered Networks as a Service(NaaS) for connecting people, Places, and Things with a one-stop solution approach, Nexapp aims to create & accelerate digital transformation with future proof technology for SD-WAN, IoT, WAN EDGE, EDGE Computing, and remote workforce application access.

Requirements
Leadership,