Operations Manager

Role & responsibilities

We are seeking a highly skilled and motivated NOC Operations Manager to oversee our Network Operations Center (NOC). The successful candidate will be responsible for managing the day-to-day operations of the NOC team, ensuring network performance and reliability, and driving continuous improvement. The NOC Operations Manager will also play a key role in incident management, problem resolution, and maintaining high levels of customer satisfaction.

Key Responsibilities:

Manage NOC Operations:

Lead and manage the NOC team, including NOC engineers and technicians.

Oversee 24/7 monitoring of network infrastructure, systems, and applications to ensure optimal performance and availability.

Ensure that all incidents, service requests, and changes are logged, monitored, and resolved within agreed SLAs.

Incident Management:

Act as the escalation point for major incidents and coordinate response efforts across teams.

Ensure timely communication with stakeholders during incidents and post-incident follow-up with root cause analysis.

Develop and implement incident management processes to minimize downtime and service interruptions.

Performance Monitoring and Reporting:

Monitor network performance and ensure proactive identification of potential issues.

Generate and review performance reports, identifying trends and areas for improvement.

Implement monitoring tools and processes to enhance network visibility and reliability.

Team Leadership and Development:

Provide leadership, mentoring, and training to the NOC team to ensure continuous skill development.

Conduct regular performance reviews, set goals, and provide feedback to team members.

Ensure staffing levels are adequate to support 24/7 operations.

Process Improvement:

Identify and implement process improvements to enhance NOC operations efficiency and effectiveness.

Work closely with other teams (engineering, IT, support) to develop and implement best practices.

Drive automation initiatives to reduce manual intervention and improve service delivery.

Customer Focus:

Ensure a customer-centric approach in all NOC activities.

Maintain high levels of customer satisfaction by ensuring timely resolution of network issues.

Develop and maintain strong relationships with key stakeholders and clients.

Experience:

Minimum of 5 years of experience in a NOC or similar operations environment, with at least 2 years in a managerial or leadership role.

Proven experience in incident management, network monitoring, and performance optimization.

Strong understanding of network infrastructure, protocols, and technologies (e.g., LAN, WAN, TCP/IP, DNS, VPN).

Skills:

Excellent leadership and team management skills.

Strong problem-solving and decision-making abilities.

Effective communication and interpersonal skills.

Experience with network monitoring tools and software (e.g., Nagios, SolarWinds, Zabbix).

Ability to work under pressure in a fast-paced environment.

Certifications:

Relevant certifications such as ITIL, CCNA, CCNP, or equivalent are a plus

Preferred candidate profile

Perks and benefits

Thanks & Regards

Kumari Puja

Senior Recruiter

9871479603

Email: kumari.puja@cmsitservices.com

CMS IT Services Private Limited

2nd Floor, Vishesh Reality, A wing, Building no. 306, Opp. Ramada Hotel, MBP, Mahape, Navi Mumbai 400710