NOC Operation Manager

2 weeks ago

Bengaluru, India NTT Full time

NTT is #Hiring

Title : NOC Operations Manager

Years of experience : 10+ Years

Locations : Bangalore,

Key Skills : Network & Security, NOC background, KPI, NOC practices, IM

Should have managed team of 35-40 size of L2, L3, TLs Enggs

Strong Global Client facing experience.

CCNA, CCNP certified.

Strong in Network Technology.

Key Roles and Responsibilities:

  • Proactively monitors and drives service delivery to clients
  • Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers
  • Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
  • Ensures that the standard client information repository related to technology, operations manuals, etc is current and accurate
  • Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
  • Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients
  • Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
  • Plans and implements training and development initiatives for direct reports
  • Reviews training requirements for service operations teams
  • Engages with clients for technical operations as part of routine operations
  • Plans and implements key service improvement priorities based on a continual service improvement approach
  • Feeds continual service improvement priorities into the automation team
  • Leads the team in the implementation of strategic initiatives
  • Measures, analyses and improves team’s delivery capabilities
  • Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
  • Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business
  • Ensures maximum uptime and the accurate and early response to client operational issues
  • Responsible for resource planning and work allocation to meet agreed service levels
  • Identifies opportunities for continuous service improvement
  • Engages with clients for technical operations as part of routine operations


Knowledge, Skills and Attributes:

  • Excellent organisational and team leadership skills
  • Excellent communication skills – both verbal and written
  • Ability to collaborate with internal stakeholders and external clients
  • Ability to understand budgets and cost management
  • Strong leadership skills including effective time management, prioritisation and delegation of work
  • Excellent focus on client centricity
  • Highly focused on business outcomes
  • Ability to guide the team through transformational objectives set out by the business
  • Ability to communicate and work across different cultures and social groups
  • Ability to work well in a pressurised environment
  • Ability to adapt to changing circumstances


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelor’s or equivalent degree
  • ITIL certification

If interested, please share your profile on ekta11.kumari@global.ntt

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