Job Details

• 10 to 12 years of experience in IT Infrastructure. Should have worked as a NOC manager for at least 2 years.
• Maintain and improve the 24/7 Network Operations Center program supporting multiple geographies.
• Work closely with Infrastructure leadership to ensure problem resolution and user satisfaction, report existing IT system risks, and recommend improvements. 
• Ensure processes and resources are aligned towards achieving committed SLAs and KPIs
• Schedule and direct activities to resolve hardware, routing and software problems in a timely and accurate fashion.
• Responsibility for Incident Management, Problem Management, Change Management, Monitoring Response, and Reporting/Metrics.
• Ensure the oversight, organization, and high motivation level of all the team members of the NOC.
• Proactive communication on network health, impacts, escalations, and other critical analysis to Management and key stakeholders.
• Define & Document processes and controls.
• Provide guidance and assistance to network operations to maintain availability and performance of network services at the highest possible levels.
• Lead recovery team for Network Outages. Perform root-cause-analysis and prepare as well as drive preventive & corrective action plan.
• Drive a continuous improvement environment.

• Strong ability to aid in analysis of and documentation of root-cause analysis. 
• Knowledge of tunneling technologies such as L2 and L3 VPN's. 
• Knowledge of hardware, network operating systems and troubleshooting skills. 
• Ability to provide continuous evaluation of the company's network infrastructure and initiate expansion or remediation projects to support growth and mitigate risks. 
• Knowledge of support systems for network management 
• Understanding of network security concepts
• Knowledge of network management platforms including but not limited to: WhatsUP gold, SolarWinds, CiscoWorks, Cisco Prime etc.
• Experience with all aspects of networking including IP, TCP, VPNs, Routers, and switches.
• Ability to work extended hours as required.
• Good to have prior experience in Onsite-Offshore model.
• Excellent written and verbal communication skills
• Detail oriented, able to multitask and meet deadlines
• Self-motivated, able to work in a team and independently
• Strong interpersonal skills and proven leadership skills including ability to communicate appropriate detail to all levels of management.
• Ability to make decisions and solve problems while working under pressure. 

Reference ID - GH/Telecom/JC//05092018//78164/Service Delivery Manager