NOC Manager– (Ref:111)
Key Responsibilities :
Act as a First Point of Contact for escalations, suppliers and service providers on behalf of the company.
Arrange periodic process training for the resources and monitor required staffing levels and schedule to ensure that the team can meet the demand and respond within 24 hours to meet SLA.
Organize and assign the incoming requests to the respective groups.
Develop documentation related to the departments work processes which is up to date and implements it for the day to day running of the team.
Responsible for configuration and functioning of the Service Desk Tool.
Define process for handling calls and tickets.
Skills Required :
6 -8 years of relevant experience with an IT Infrastructure organization into Network troubleshooting in 24×7 Operations Center.
Experience in configuration and functioning of the Service Desk Tool and other tools such as Manage Engine Service Desk, Plus Ops view, Manage Engine Exchange Reporter Plus, Manage Engine Ops Manager, Kaseya Traverse.
Ensure that all networking implementations we support are secure, reliable, cost effective and fit for purpose.
Develop and maintain process for tracking of maintenance & supports contracts, product licensing and budgetary expectations.
Ensure that he develops a process for team communication wherein all the staff are informed when to escalate and to whom.
Strong verbal and communication skills.