Lead - Bengaluru | Zoek India
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Lead - NOC
Permanent (Full time)
This role is responsible for driving the complete monitoring needs of IT managed Network/Systems within Udaan. This is a massively impactful role and you will have great opportunities to develop & foster various skill sets. You will be responsible for coordinating with various stakeholders and complete deliverables for the organization. What You'll do: Provide leadership for the NOC in a 24/7 operating environmentDevelop staffing and skills matrix to ensure depth and breadth of coverage for all NOC shiftsMaintain constant vigilance and situational awareness of all incidents, escalations and eventsCreate operational dashboards, reports and other visual and quantitative management tools to track and report on network & system uptime, service interruptions, and other service level and KPI metricsAssist in developing and maintaining IT governance processes, documentation, and recommend automation tasks to eliminate manual processesDefines and documents process and process improvement within the NOCEnsures timely and accurate notification of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partnersCollaborates with other internal teams to ensure procedures are properly documented and executed within the NOCRecommends technology strategies, policies, and proceduresResponsible for day to day activities of the Network Operations technical staff and network performance issuesLeads team of technical (IP/Transport, Voice) engineers with the goal of restoring service remotely and with urgencyMeets very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network eventsDrives technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environmentEscalation point of contact for all major issuesResponsible for staying on top of all event, incident, and requests/change management for their disciplineEnsures that all process and procedures have been implemented, understood and followed for their responsible shiftAbility to multi-task and solve multiple trouble issues simultaneously in a high stress environmentCoach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional cultureEnsure all Root Cause Analysis (RCAs) are completed accurately and timely, with the ability to present to executive leadershipParticipates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production systemResolves any scheduled maintenance or major outage issues escalated from direct reports What makes you a great fit: Bachelor’s degree in Computer Science, Engineering or related field, and equivalent work experienceExcellent written and verbal communications skillsWorked as network/System engineer in the past and organically grown to lead the teamDemonstrated experience leading teams in a high-pressure environmentDemonstrated experience with IT Service Management (ITSM) process developmentDemonstrated experience developing and managing to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)Excellent knowledge of IT networks, ISP Services, Dynamic Routing Protocols, VoIP, Network Management, Routers, Switches, Servers, VMs, Cloud (AWS, Azure, GCP)Experience in managing teams in a 24/7 environmentExperience in managing vendor relationships and supportDemonstrated ability to multi-task and manage multiple initiatives/projects in the execution of daily operationsHighly skilled in analysis of and documentation of root-cause analysisAdvanced knowledge of tools used in monitoring the network including Remedy, Zabbix and CactiAbility to supervise and motivate othersAbility to work with others to resolve problems, handle requests or situations