Senior Manager

2 weeks ago


Chennai, Tamil Nadu, India Freshworks Full time

About Freshworks

Freshworks is a global company that empowers businesses to deliver exceptional customer and employee experiences. Our cloud-based software suite includes Freshdesk, Freshsales, Freshmarketer, Freshservice, and Freshchat, all designed to help organizations thrive in today's fast-paced digital landscape.

Job Description

Responsibilities:

  1. Lead a team of NOC engineers in a culture of innovation, collaboration, and technical excellence.
  2. Oversee NOC operations, ensuring efficient resource allocation and workload management, leveraging AI-driven insights.
  3. Utilize expertise in cloud technologies (AWS, GCP, Azure) and Python to guide troubleshooting and problem resolution, integrating AI and machine learning techniques.
  4. Design and implement advanced monitoring tools and systems, harnessing AI algorithms to optimize network performance and enhance fault detection capabilities.
  5. Develop and execute strategic initiatives to optimize NOC efficiency, incorporating AI-powered automation to streamline operations.
  6. Collaborate cross-functionally to integrate AI-driven solutions within NOC activities, aligning with broader company goals.
  7. Implement and refine best practices for incident detection, response, and resolution, utilizing AI models to reduce Mean Time to Detect (MTTD), Mean Time to Acknowledge (MTTA), and Mean Time to Resolve (MTTR) metrics.
  8. Drive the adoption of latest technologies and methodologies within the NOC, staying abreast of industry trends in AI, cloud computing, and cybersecurity.
  9. Mentor and develop team members in AI technologies and methodologies, fostering continuous learning and skill development.
  10. Act as a point of escalation for complex AI-related issues, providing strategic guidance and solutions.
  11. Prepare and present regular reports and updates to senior management on AI integration, NOC performance metrics, and technological advancements.
  12. Ensure compliance with security policies and procedures related to AI implementations and network operations.
  13. Stay updated on industry best practices and advancements in AI and cloud technologies, proposing innovative ideas for NOC improvement.
  14. Collaborate within BU's to assess and implement AI-driven solutions that align with business objectives and enhance NOC capabilities.

Qualifications

Requirements:

  1. Minimum 8 years of experience in IT operations, with at least 6 years in a managerial capacity within a NOC environment.
  2. Strong leadership skills with a proven ability to inspire and motivate a team towards adopting AI and latest technologies.
  3. Excellent communication and interpersonal skills, with the ability to effectively collaborate across different teams and levels of the organization.
  4. Expertise in cloud technologies (AWS, GCP, Azure) and proficiency in scripting languages such as Python, with a solid understanding of AI and machine learning concepts.
  5. Demonstrated success in driving operational efficiency, process improvements, and AI adoption within a technical environment.
  6. Bachelor's degree in Computer Science or related field preferred.
  7. Relevant certifications (e.g., AWS Certified Solutions Architect, Azure AI Engineer) are advantageous.
  8. Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
  9. Strong analytical and problem-solving skills, with attention to detail and a commitment to continuous learning and professional development.

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