Head of Network Operations

2 days ago

Chennai, Tamil Nadu, India Syncarp Full time

We are looking for a "NOC -Delivery & transformation: head for our global IT services provider

Location: Chennai/Bangalore/Hyderabad

20-25 years of managing NOC projects in the IT service Industry and presales and solutions experience.

Role Overview

Lead end-to-end NOC operations, service delivery, and digital transformation initiatives. The role requires strong leadership across
multiple teams
(L1–L3 operations, backend engineers, field engineers) and robust delivery governance using
ServiceNow
.

The ideal candidate should come with
deep experience from IT Services
, strong P&L understanding, customer-facing leadership, and a proven track record of driving operational excellence and modernization in large-scale managed services environments.

Key Responsibilities

1. NOC Operations & Service Delivery

  • Lead 24x7 NOC operations with responsibility for overall service delivery and operational governance.
  • Manage
    multiple functional teams
    including NOC engineers (L1–L3), backend support, and field engineering teams.
  • Ensure SLA adherence, proactive monitoring, incident governance, and service assurance.
  • Drive core NOC processes through
    ServiceNow.

2. Digital Transformation & Modernisation

  • Lead digital transformation initiatives including automation, AI Ops enablement, workflow digitization, and dashboarding.
  • Oversee hardware refresh/lifecycle upgrade programs and modernization of network environments.
  • Promote automation-first and efficiency-driven operations.

3. Customer and Stakeholder Management

  • Act as senior point of contact for customers on service delivery, escalations, and transformation programs.
  • Lead QBRs/MBRs, executive-level reviews, and performance governance.
  • Partner with customers to design improvement roadmaps and enhance service maturity.

4. Delivery Governance & Quality Management

  • Establish delivery frameworks, operational policies, and governance models aligned to ITIL principles.
  • Oversee Major Incident Management (MIM), RCAs, and preventive improvement plans.
  • Ensure continuous improvement and operational excellence across all service lines.

5. Leadership Across Multiple Teams

  • Lead, mentor, and manage
    multi-location and multi-functional teams
    across NOC, engineering, and field operations.
  • Build capability frameworks, succession plans, and skill development programs.
  • Drive a culture of accountability, high performance, and customer-centricity.

6. P&L & Financial Management

  • Own P&L for NOC services including budgeting, forecasting, and cost optimization.
  • Improve margins through automation, resource optimization, and efficiency strategies.
  • Support commercial discussions on renewals, expansions, and new engagements.

Required Skills & Experience

  • 22–25 years of experience in
    IT Services industry
    , specifically in NOC operations, managed services, and service delivery leadership.
  • Strong knowledge of ServiceNow-based operations and ITIL frameworks.
  • Demonstrated experience in digital transformation, automation, and modernization programs.
  • Proven leadership in managing multiple teams across different functions.
  • Strong customer management, communication, and crisis leadership capabilities.
  • Conceptual understanding (not hands-on) of enterprise network domains—routing, switching, firewall, MPLS.

Preferred (Good-to-Have)

  • ITIL v4
  • Experience in automation/AI Ops initiatives
  • Experience with enterprise service delivery for global customers

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