NOC Lead

NOC Lead - India Operations (Technical Lead to Manager Track)Position OverviewWe are seeking an exceptional NOC Lead to spearhead the establishment of our India-based Network Operations Center function for our large-scale Managed Service Provider (MSP) operations. This is a unique opportunity for a highly technical professional to begin as a technical escalation point, prove their expertise working alongside our US-based NOC team, and eventually grow into managing a full NOC team in India. The ideal candidate will combine deep technical knowledge with emerging leadership capabilities and the ability to build trust with both US teams and clients.Career Progression PathPhase 1 (Months 1-6): Technical Integration & Trust Building• Work directly with US-based NOC team as senior technical escalation point• Demonstrate technical expertise and reliability in high-pressure situations• Build relationships with US clients and internal stakeholders• Learn organizational processes, tools, and client requirementsPhase 2 (Months 6-12): Team Building & Leadership Transition• Begin recruiting and onboarding initial India NOC team members• Transition from individual contributor to team lead role• Establish India NOC operational procedures aligned with US standards• Take increasing ownership of India operations while maintaining US collaborationPhase 3 (Year 2+): Full NOC Management & Scaling• Manage complete 24/7 India NOC operations supporting US business hours• Scale team based on client growth and service expansion• Drive process improvements and operational excellence• Serve as primary India NOC liaison to US leadership and clientsKey ResponsibilitiesTechnical Leadership & Escalation (Immediate Focus)• Serve as Tier 3 escalation point for complex network infrastructure issues across Cisco Catalyst, Meraki, Fortinet, and Extreme switching environments• Troubleshoot and resolve critical network, system, and application incidents with minimal supervision• Provide expert-level support for routing, switching, SD-WAN, VPN, firewall, and NAS system issues• Collaborate closely with US NOC team to ensure seamless 24/7 coverage and knowledge transfer• Maintain deep technical expertise in networking protocols (IPSEC, HSRP, BGP, OSPF, 802.11, QoS) and OSI/TCP-IP modelClient Relations & Trust Building• Interface directly with US-based SMB (25-250 users) clients during critical incidents and planned maintenance• Demonstrate exceptional communication skills and technical competence to build client confidence• Ensure all client interactions meet or exceed service level expectations• Provide detailed incident reports and proactive communication to maintain transparencyTeam Development & Operations Management (Growing Responsibility)• Recruit, interview, and onboard high-caliber NOC technicians for India operations• Develop comprehensive training programs covering technical skills and customer service excellence• Establish and manage 24/7 shift schedules optimized for US business hour coverage• Foster a culture of proactive monitoring, rapid incident response, and continuous improvement• Implement performance management systems and KPIs aligned with MSP service standardsProcess & Infrastructure Development• Implement and optimize network monitoring, diagnostic, and analytics tools• Develop automation solutions for incident detection, reporting, and routine operational tasks• Establish escalation procedures, incident management protocols, and change management processes• Ensure comprehensive documentation of incidents, resolutions, and network changes• Drive process standardization and efficiency improvements across India NOC operationsStrategic Growth & Scaling• Scale NOC team and operations in alignment with MSP client growth and service expansion• Identify opportunities for service enhancement and operational optimization• Collaborate with US leadership on strategic planning for India NOC evolution• Manage infrastructure projects and process improvement initiativesRequired Technical ExpertiseCore Networking Skills• 5+ years hands-on experience with Cisco Catalyst, Meraki, Fortinet (FortiGate), and Extreme switches• Expert-level knowledge of routing, switching, SD-WAN, VPNs, and firewall technologies• Advanced proficiency in networking protocols: IPSEC, HSRP, BGP, OSPF, 802.11, QoS• Deep understanding of OSI/TCP-IP model and network troubleshooting methodologiesSystems & Applications a plus• Strong experience with Microsoft server environments and Windows workstation management• Proficiency with Line of Business (LoB) applications and Microsoft Office 365 integration• Experience with network-attached storage (NAS) systems and backup/disaster recovery solutionsMonitoring & Analytics• Expertise with MSP network monitoring and diagnostic tools• Experience creating dashboards, automated reporting, and performance analysis systems• Ability to conduct trend analysis, root cause analysis (RCA), and generate actionable insightsSecurity & Compliance• Comprehensive knowledge of network security best practices• Experience with firewalls, VPNs, endpoint protection, and security incident response• Understanding of compliance requirements (HIPAA, financial regulations, etc.)• Familiarity with change management and business continuity planningRequired Qualifications & ExperienceEducation & Experience• Bachelor's degree in Computer Science, Network Engineering, Information Technology, or related field• Minimum 5 years in network operations with increasing technical responsibility• 2+ years in senior technical or team lead roles within MSP environment• Proven track record working with enterprise clients and maintaining high service standardsLeadership & Management• Experience mentoring junior technical staff and providing technical guidance• Demonstrated ability to work effectively in cross-cultural, distributed team environments• Project management experience including process improvement and infrastructure initiatives• Track record of building processes and procedures from ground upCommunication & Soft Skills• Exceptional verbal and written English communication for US client and team interaction• Ability to explain complex technical concepts to both technical and non-technical audiences• Strong presentation skills for client meetings and internal reporting• Cultural awareness and ability to work effectively across US-India time zonesAdditional Requirements• Ability to work flexible hours to ensure overlap with US business operations• Willingness to participate in on-call rotation and emergency escalations• High-pressure, fast-paced environment experience with enterprise-level SLAs• Strong analytical and problem-solving mindset with attention to detailWhat We Offer• Opportunity to build and lead NOC operations from the ground up• Direct career progression path from technical expert to operations manager• Exposure to cutting-edge enterprise networking technologies and large-scale MSP operations• Collaboration with experienced US-based teams and enterprise clients• Competitive compensation package with performance-based growth opportunities• Professional development support including certifications and training programsIdeal Candidate ProfileThe successful candidate will be a technical expert who thrives on complex problem-solving, demonstrates natural leadership qualities, and has the vision to build world-class NOC operations. You should be equally comfortable diving deep into technical troubleshooting and communicating with executive-level stakeholders. This role requires someone who can earn trust through technical excellence while developing the management skills needed to scale operations successfully.