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Form of workJob Description
Responsibilities:
- Team Leadership:
- Lead, mentor, and motivate a team of NOC engineers and analysts.
- Foster a collaborative and positive work environment that encourages innovation and continuous improvement.
- Conduct regular performance reviews and provide coaching and feedback to team members.
- Operational Oversight:
- Oversee the 24/7 operation of the NOC, ensuring the timely and effective resolution of incidents
- Collaborate with other IT teams to ensure seamless communication and coordination in incident response.
- Process Improvement:
- Continuously evaluate and enhance NOC processes and procedures for incident detection, resolution, and escalation.
- Implement best practices and industry standards to improve the efficiency and effectiveness of NOC operations.
- Incident Management:
- Manage the end-to-end incident management process, from initial detection through resolution and post-incident analysis.
- Coordinate with other IT teams and external vendors to ensure timely incident resolution.
- Resource Management:
- Allocate resources effectively based on workload and priority.
- Identify training needs and provide professional development opportunities for team members.
- Documentation:
- Ensure accurate and up-to-date documentation of procedures, and incident response plans.
- Regularly review and update documentation to reflect changes in the environment.
- Performance Metrics:
- Define and monitor key performance indicators (KPIs) for the NOC, reporting on performance and identifying areas for improvement.
- Develop reports and dashboards to provide insights into network health and performance.
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Proven experience in a NOC or network support role, with at least 8 years of managerial experience
- In-depth knowledge of network technologies, protocols, and security best practices
- Strong leadership and interpersonal skills, with the ability to motivate and guide a diverse team
- Excellent problem-solving and decision-making abilities, especially in high-pressure situations
- Familiarity with ITIL practices and IT service management
- Certifications such as CCNA, CCNP, or ITIL are a plus
