NOC Manager - Pune, India - Nexapp Technologies Private Limited

Description

Weare looking for an experienced HeadNOC Operations Customer Supportwho will be responsible for managing all aspects of customersupport service & Operations. A key role is to ensure thatthe networking system runs efficiently without interruption. managethe business process in the organization. Develops the organizations customer service strategy and manages the overall performance ofpeople and processes to achieve the highest levels of customersatisfaction &SLAs.

Responsibilities

Strategy&Planning

• Primaryresponsibility is to plan organize and manage staff and overalloperations to ensure the stability of customersinfrastructure.
  
• Providesoverall expertise with all network operationsfunctions.
  
• Abilityto define implement and enforce configuration management and changemanagement policies andpractices.
  
• Todemonstrate skills in team leadership and an ability to accomplishdepartmental and functionalgoals
  

Acquisition&Deployment

• Handleescalations and manage support from differentlevels.
  
• Ensureadherence to operationalmetrics.
  
• Hiredevelop train and retain highly responsive and customerfocusedengineers to ensure the effective operation of thedepartment
  
• Managetools systems and procedures to ensure dynamic management of issuesand customermanagement.
  
• Ensuresall members of assigned technical teams are effective and fullyutilized in order to provide high resourceutilization.
  
• Evaluatethe technical skills of the team and ensure there is an appropriatelevel ofexpertise.
  
• Provideprocedural training tostaff.
  
• Performperformance objectives and performance reviews with all teammembers.
  

OperationalManagement

• Willinclude handson technical support work related to the overallhealth and maintenance of customerenvironments.
  
• Thisposition will perform tier2 and 3 escalation support and act as thepoint of contact in the NOC for all inquiries from otherdepartments.
  
• Willmanage all related partner operationalexpectations.
  
• Ensurecontinual process improvement within the NOC including but notlimited to automation of NOC tasks and reporting implementation ofenterprisewide monitoring initiatives and routine administrationtasks.
  
• Identifyareas for process and efficiency improvement within the NOC;recommend prioritized enhancements and overseeimplementation
  
• Ensurethat reports are accurate and delivered ontime.
  
• Supportto customers and employees for issues related to live monitoringnetworking service availability andreliability.
  

Teammanagement

• Responsibilityfor direct supervision of NOC teammembers.
  
• ConductPerformanceAppraisals coaching training and objectivesettings.
  
• Providedirection and leadership to build a processfocused crossfunctionalteam.
  
• Managescheduling of shift coverage and operational work streams tooptimize servicedelivery.
  
• Addresstechnical and nontechnicalescalations.
  
• Reporton key metrics of availability incident resolution and NOCperformance.
  
• Performregular process improvement reviews to ensure ongoingoptimization.
  

Requirements

• Excellentleadershipqualities
  
• Demonstratedhistory of successfully leadingteams
  
• Excellentskills in developing processes and procedures for Client &Inhouseteam.
  
• Excellentoral communication skills writing and presentationskills
  
• Abilityto work independently as well as in a teamenvironment.
  
• Abilityto interact with clients in a professional articulatemanner
  
• Selfdisciplinedselfmotivated and the ability to organize and prioritize timeeffectively.
  
• Networkservices experience isdesired.
  
• ITILV3 Foundation Certificationpreferred
  
  

Education & Certification:Bachelorsor masters degree with qualifications in computer scienceelectrical engineering telecommunication engineering andinformation technology and relatedfields.

Experience:More than 10 years experience in NOC Operations and including atleast 45 years of experience Teammanagement.

AboutNexapp
NexappTechnologies is an Indiabased Company focused on SDWAN the Internetof Things (IoT) and the edge computing solutions for B2B M2M andIOT headquartered in Pune India. Recognized as a great place towork Nexapp has grown immensely and achieved great milestonesthrough itsinception.

Foundedin 2014 Nexapp started as an idea to provide Managed Services fornetwork infrastructure to bridge the gap between core services andnetwork domain for small to large enterprises.Emerged as an SDWANSolution Provider for B2B M2M IoT delivered Networks as aService(NaaS) for connecting people Places and Things with aonestop solution approach Nexapp aims to create &accelerate digital transformation with future proof technology forSDWAN IoT WAN EDGE EDGE Computing and remote workforce applicationaccess.

Leadership,