NOC Lead
1 week ago
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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