Network Operations Center Team Lead - Goa, India - Rexus Group

Description

Job Title: NOC Team Lead

Location: Goa, India

Responsibilities:

• Manage and coordinate the Network Operations Center (NOC) team.
• Serve as the primary point of contact for all NOC escalations, both external and internal.
• Drive incident management, monitoring, tracking, and ensure SLAs are met.
• Develop and implement new solutions, strategies, and processes to support NOC standard operating procedures.
• Set work schedules for 24x7x365 coverage.
• Oversee the implementation of system requirements and ensure procedures are followed meticulously.
• Provide input to improve the quality of NOC services.
• Monitor all NOC boards and ensure timely assignment and follow-up on tickets.
• Conduct 1-on-1 meetings, reviews, coaching, and corrective actions for team members.
• Review and audit Weekly, Monthly, and backup checks.
• Provide critical service outage notification and escalate issues for timely resolution; notify appropriate company personnel as necessary.
• Effectively communicate with team members and train them in technical aspects.
• Maintain ITGlue and technical documentation for NOC processes and procedures used throughout normal operations.
• Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively embody company values.

Requirements:

• 3-4 years of experience working in high-pressure, dynamic, 24x7x365 environments.
• At least 1 year of experience handling a NOC team.
• Experience in people leadership and direction, including shift scheduling, disciplinary actions, hiring, etc.
• Familiarity with Datacenter Technologies and Monitoring tools.
• Experience using tools such as ConnectWise Manage, ITGlue, Logic Monitor, Datto, etc.
• Proficiency in scripting tools such as Python and Bash.
• Experience using infrastructure automation tools such as ConnectWise Automate.
• Excellent troubleshooting skills, utilizing a systematic problem-solving approach with systems and network theory & protocols (TCP/IP, UDP, ICMP), ability to analyze alerts generated from monitoring tools, etc.
• Strong network diagnostic skills.
• Basic sysadmin skills.
• Ability to work well in a busy team, being quick to learn and able to deal with a wide range of issues.
• Strong analytical skills and able to collate and interpret data from various sources.
• Ability to assess and prioritize faults and respond or escalate accordingly.
• Ability to work independently and accommodate various shifts in a 24x7x365 environment.
• Capable of multitasking, good time management, and prioritization of workload.
• Willingness to learn and develop new skills.
• Strong interpersonal/communication skills.

Note: This job description is intended to provide a general overview of the position and is not exhaustive. Additional duties may be assigned as necessary.