NOC Team Leader

Purpose of the Job:

To ensure our clients experience seamless IT service by proactively monitoring, detecting, and resolving IT issues before they cause any downtime. The NOC Team Leader is responsible for driving automation initiatives to optimize service delivery while leading the team to maintain high performance in a proactive environment.

Description:

The NOC Team Leader plays a pivotal role in the management and proactive upkeep of client infrastructures. This role involves leveraging automation to carry out routine maintenance, ensuring monitoring and alerting systems are in place for all critical client services, and safeguarding the reliability of mission-critical business systems. The NOC Team Leader will also oversee a team of NOC Engineers, manage day-to-day tasks, and report to senior management.

Duties and Responsibilities:

Leadership & Performance:

• Lead by example, maintaining Key Performance Indicators (KPIs) and performance benchmarks regarding incident management.
• Daily oversight of the NOC team, focusing on capacity planning, ticket assignments, and ensuring optimal resource utilization.
• Set clear goals for team members and regularly review their progress.

Operations & Problem Management:

• Ensure that problems, resolutions, and solutions are documented and updated in Numatas Knowledgebase.
• Identify complex issues, escalate as needed, and resolve intricate requests and problem tickets.
• Oversee and ensure all alerts are acknowledged and escalated appropriately.

Automation & Service Optimization:

• Drive the automation of NOC processes and proactively report automation progress to the CNO.
• Identify opportunities to streamline processes, reduce manual tasks, and enhance overall service delivery.

Service Level Agreement (SLA) Compliance:

• Establish and maintain Service Level Agreements (SLAs) with internal and external stakeholders, ensuring 100% compliance.
• Prepare weekly executive summaries detailing SLA adherence, program performance, and root cause analysis when targets are missed.

Team Management:

• Recommend and manage personnel actions including hiring, work and shift assignments, performance evaluations, promotions, and disciplinary actions.
• Approve team leave, travel, and expense claims, ensuring team availability aligns with service needs.

Client Interaction & Communication:

• Proactively manage written communications with clients, including incident reports, service status updates, and anticipated disruptions.
• Respond to client cases by applying critical thinking and troubleshooting skills, ensuring swift issue resolution.
• Manage updates to customer cases via Numatas PSA system, and communicate effectively through SMS, calls, or emails.

Reporting & Metrics:

• Compile and present network operation metrics to senior management.
• Lead the development and improvement of NOC policies and procedures to meet service quality expectations.

Daily Operations & Scheduling:

• Perform provisioning tasks, such as adding resources, assisting with license management, and setting up backup jobs in client environments.
• Oversee weekly team meetings, ensuring agendas are prepared, minutes are recorded, and follow-up tickets are generated for action items.
• Conduct daily end-of-shift checks with each engineer, prioritizing outstanding issues and managing handovers for after-hours support.

Additional Responsibilities:

• Participation pate in after-hours standby rotation.
• Perform weekly timesheet reviews and approvals for engineers.