NOC Lead

1 week ago


Delhi, Delhi, India L3Harris Technologies Full time

Job Description:

Essential Duties and Responsibilities:

• Ensure all customer escalations are addressed timely with deep analysis

• Providing guidance & trainings to NOC operators in handling alarms and Outages

• Reviewing the incidence management process adopted by operators

• Assigning operator name to each ticket. (this can be linked to KPI for each operator)

• Daily outage tickets review for outage duration; ticket pick up time

• Coordinate with Ops engineering in resolution of service level faults

• Collecting the daily observations from Operators and sharing the same with NOC manager

• Preparing RCA document and submitting the same to NOC manager for review & submission

• Responding to customer day to day queries and escalate if required to Ops Engineering lead or NOC manager

• Review of daily reports and submitting the same to customer

• Providing Second level of troubleshooting for service outages

• Validate all tracker (outages, Jeopardy, and major & minor alarms) on daily basis

• Coordinate and update the status of all planned activity and collaboration with Ops engg./ ILS team

• Proper shift Handover

• Handover of all daily trackers

• Handover the status of customer deliverable

• RCA

• Daily operation reports

• Specific customer response

• Planned activity status

Required Qualifications:


• Bachelor's degree in systems engineering, Electronics and Communication Engineering, Electrical Engineering, Computer Engineering, Computer Science, Physics, Math, Aviation, or Aerospace Engineering or equivalent

• Minimum of 2 years of prior related experience. In lieu of a degree, minimum of 6 years of prior related experience

• CCNA/CCNP training/certification

Skills and Experience:

• 6-10 years of full-time experience preferred in NOC Management/Operations

• Good leadership skills, Customer handling skills

• Extremely focused, attention to details

• Deep analysis skills


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