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Network Operations Engineering Manager
1 month ago
Tekion is a cloud-native automotive platform that revolutionizes the industry with its innovative approach. As a leader in the field, we connect the entire automotive retail ecosystem through a seamless platform, using cutting-edge technology, big data, machine learning, and AI.
Job Description: Engineering Manager, NOCWe are seeking an experienced Engineering Manager to join our team. This role demands a minimum of 8 years of experience in NOC, Production Support, or Command Center roles within a 24 x 7 operational environment. The ideal candidate will possess advanced knowledge of observability platforms and ITIL processes, along with strong analytical and troubleshooting skills.
Key Responsibilities:- Own and manage the NOC team operation, hiring great talent, building teams from ground up, mentorship, growth, and retention of people.
- Lead the monitoring and maintenance of system health using observability platforms such as AppDynamics, Dynatrace, Datadog, or New Relic.
- Provide expert consultation, design, and implementation of APM, Real User Monitoring, Synthetic Monitoring, Infrastructure Monitoring, and Log Management modules.
- Oversee incident, problem, change, and release management processes as per ITIL standards.
- Manage and drive major incident bridge calls and post-incident reviews (PIRs).
- Conduct root cause analysis and troubleshooting using tools like New Relic and Kibana.
- Develop and maintain monitoring alerts and dashboards.
- Resolve production issues across various services and stack levels.
- Ensure compliance with Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
- Develop monitoring solutions to detect symptoms and prevent outages.
- Automate operational processes to enhance system efficiency and reduce manual tasks.
- Take responsibility for on-call rotations to immediately address potential issues or disruptions.
- Work rotational shifts (Day/Night/Weekends) as needed.
- 5+ years of experience in NOC/Production Support/Command Center roles.
- 3+ years of experience as an Engineering Manager - people and performance management.
- Extensive experience around establishing organisation wide processes such as Incident Management, and its evangelisation.
- Advanced knowledge of observability platforms (AppDynamics, Dynatrace, Datadog, New Relic).
- Extensive hands-on experience across multiple platforms.
- In-depth understanding of ITIL processes and best practices.
- Superior problem-solving and troubleshooting skills.
- Proficiency in log monitoring solutions (Sumologic, Splunk) is highly desirable.
- Extensive experience with cloud service providers (Azure, AWS) is preferred.
- Expertise in cloud computing platforms (AWS, Azure).
- Significant experience in technical support or operations roles, ideally in a SaaS environment.
- Ability to create comprehensive technical documentation and knowledge bases.
- Proven experience in monitoring and maintaining large-scale systems.
- Advanced knowledge of monitoring and logging tools (Prometheus, Grafana, ELK Stack).
- Experience in Dev support is highly beneficial.
- Proficiency in command center technologies and software (e.g., SIEM, NMS, ITSM tools).
- Experience with crisis management and disaster recovery planning.
- Ability to work under pressure and make quick, informed decisions.
- Strong analytical skills to interpret data and trends.
- Ability to work collaboratively with cross-functional teams.
- Excellent organisational skills and attention to detail.
- Experience in developing and managing budgets.
- Familiarity with network and systems architecture.
- Knowledge of cybersecurity principles and practices.
- Availability to work flexible hours, including nights, weekends, and holidays, as needed.