NOC Operation Manager

4 weeks ago


bangalore, 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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