- Lead the NOC Excellence team in delivering high-quality network operations center services.
- Monitor and manage daily operations to ensure optimal performance and reliability of systems.
- Establish and enforce operational procedures and best practices for incident management and service continuity.
- Oversee staff performance, provide coaching, and foster a culture of continuous improvement within the team.
- Collaborate with other departments to ensure alignment of NOC services with business goals.
- Manage and report on NOC metrics to track service performance and identify areas for improvement.
- Conduct regular training sessions, drills, and knowledge sharing to enhance team competencies.
- Implement and maintain compliance with security policies and regulatory requirements across all operations.
- Act as a point of escalation for critical incidents and facilitate communication to stakeholders.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in a network operations center or IT service management environment.
- Previous experience in implementing ITSM process (remedy, ivanti)
- Capacity planning experience
- Strong understanding of network protocols, monitoring tools, and incident response processes.
- Experience with performance measurement and reporting methodologies.
- Ability to foster collaborative relationships across multiple teams.
- Excellent problem-solving and analytical skills.
- Good communication and interpersonal skills to interact with technical and non-technical stakeholders.
- ITIL certification is preferred.
- A proactive approach to identifying issues and implementing solutions efficiently.