(15h Left) Manager, NOC

2 weeks ago

Gurugram India MKS Inc. Full time

Job Description A Day in Your Life at MKS: The Major Incident Management Manager is responsible for overseeing and driving the resolution of high-impact incidents across IT infrastructure and applications. This role ensures adherence to ITSM processes, minimizes business disruption, and leads post-incident reviews for continuous improvement. You Will Make an Impact By: Incident Leadership - Own and manage major incidents from detection to resolution. - Initiate and lead technical bridge calls with cross-functional teams. - Ensure timely engagement of SMEs and escalation to senior leadership. ITSM Process Management - Ensure compliance with Incident, Problem, and Change Management processes. - Drive root cause analysis (RCA) and implement preventive measures. - Collaborate with Change Management for risk assessment and approvals. Communication - Provide clear and timely updates to stakeholders during incidents. - Issue incident notifications and executive summaries. Continuous Improvement - Identify process gaps and recommend improvements. - Maintain and update major incident playbooks and SOPs. Skills You Bring: - Strong understanding of IT infrastructure monitoring and incident management. - Strong knowledge of Windows/Linux OS and networking fundamentals. - Good knowledge of AWS, Azure, and cloud computing concepts. - Experience with monitoring tools (e.g., Nagios, Zabbix, SolarWinds) and ITSM platforms. - Excellent leadership, communication, and problem-solving skills. - Knowledge of ITIL framework and best practices. - Ability to analyze logs and troubleshoot application/service issues. - Bachelor's or Master's degree in IT/Computer Science or related field. - 8+ years of experience in IT operations, with at least 3 years in major incident management. - ITIL Foundation or higher certification preferred

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