NOC Operation Manager

4 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

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