Job Description

Key Responsibilities: 1. NOC Operations & Incident Management Oversee 24x7 NOC operations , ensuring continuous monitoring and proactive issue resolution. Manage and coordinate incident detection, response, and resolution across various client environments. Ensure that escalation procedures are followed, and major incidents are handled efficiently to minimize downtime. Analyze recurring issues and implement proactive measures to improve system stability. 2. Team Leadership & Shift Management Supervise a team of NOC engineers working in rotational shifts , ensuring adequate coverage as per the roster. Conduct daily stand-ups, shift handovers, and performance reviews to ensure smooth operations. Mentor and train NOC engineers on troubleshooting techniques, best practices, and new technologies . Collaborate with the Sr. NOC Manager and HR for hiring, training, and workforce planning. 3. Remote Monitoring & Management (RMM) Ensure that all monitoring tools, dashboards, and alerting systems are configured for optimal performance. Oversee remote troubleshooting and resolution of server, network, and cloud infrastructure issues. Work with SOC teams to monitor security threats and escalate incidents requiring immediate attention. Maintain and improve RMM policies and automation scripts to enhance operational efficiency. 4. Client Infrastructure Support & Compliance Ensure clients' OS platforms, cloud services (Azure, AWS, GCP), and network infrastructure are actively monitored and maintained. Oversee system patching, updates, backups, and compliance checks to meet industry standards. Collaborate with Helpdesk and SOC teams to ensure seamless service delivery. Maintain documentation, reports, and performance metrics for client review meetings. 5. Process Improvement & Reporting Develop and refine SOPs, playbooks, and incident response protocols for NOC operations. Generate performance reports, SLA compliance reports, and incident analysis for leadership and clients. Work with the Sr. NOC Manager to enhance process automation, monitoring tools, and ITSM workflows . 6. Collaboration with Global Teams Act as a liaison between the NOC team and the USA headquarters to align operations with business goals. Coordinate with other departments (SOC, Helpdesk, Cloud, Network, and Security teams) for cross-functional issue resolution. Participate in client meetings, service reviews, and technical discussions to ensure high service standards. Required Skills & Qualifications: Technical Skills: 8+ years of experience in a NOC/MSP environment, with 3+ years in a managerial role . Strong expertise in Windows/Linux servers, cloud platforms (Azure, AWS, GCP), and networking . Experience with Remote Management and Monitoring (RMM) tools , SIEM, ITSM, and automation. Hands-on experience with incident response, troubleshooting, and IT infrastructure monitoring . Familiarity with security operations, compliance standards, and disaster recovery processes . Leadership & Communication Skills: Proven experience in leading teams in a 24x7 environment with shift-based operations. Strong ability to manage escalations, coordinate between teams, and ensure high uptime . Excellent analytical and decision-making skills with a proactive mindset. Strong documentation skills for creating SOPs, reports, and client-facing documentation . Certifications (Preferred): ITIL v4 Foundation (or higher) Microsoft Azure Administrator (AZ-104) AWS Certified SysOps Administrator Cisco CCNA/CCNP (Networking) CompTIA Network+ / Security+