7-9 years of operations supervisory experience such as Shift Manager or Incident Manager
Hands-on experience in AWS or Azure environments and network endpoints
Familiarity with monitoring tools like Solar Winds, Azure Monitor, and Splunk
Proficient with ServiceNow for ticketing and incident management
Excellent communication skills for client interactions
Availability to work night shifts
Preferred certifications: ITIL V4 Service Operations Certified, CCNA
Responsibilities
Supervise NOC team for 24/7 monitoring of environments
Process incidents using established event management workflows
Timely escalate incidents based on severity
Utilize internal tools for incident and request analysis
Ensure adherence to defined processes and SLAs
Manage ticket severities and monitor queues for prompt response
Orchestrate emergency incident management during shifts
Benefits
Onsite work environment
Opportunities for skills development in monitoring and incident management
Collaboration with various operational teams
Exposure to high-level incident management
Full Job Description
Onsite. Details of the role:
GOOD COMMUNICATION WITH A NUETRAL OR US ACCENT IS MUST.
SHOULD HAVE WORKED WITH US CUSTOMERS and supported offshore teams.
Key responsibilities:
Responsible for direct supervision of NOC team members for monitoring environments 24/7.
Primary responsibility is to ensure that all incidents (alarms and requests) are processed using the established "event management workflow."
Ensure that incidents are escalated in a timely fashion depending on severity
Utilize proficiency in internal tools to monitor, analyse incidents, requests.
Ensure adherence and compliance to defined processes and agreed upon SLAs
SLA management
Ensure all tickets are appropriately tagged with correct severity by L1 staff
Monitor Ticketing Queues to ensure that tickets are picked up within 15 minutes
Ensure that the per-shift priorities of the staff members align with the severities of outstanding incidents
Emergency (sev-1) incident management
Orchestrate the response to every sev-1 incident during their shift
Partner with necessary Innova colleagues to ensure that the staff members have appropriate knowledge and tools to handle process changes and additions
Ops Supervisors will ensure that the appropriate shift work tickets are setup and handled in a timely fashion, depending on severity, for each process.
Be the primary point of escalation for all incidents on each shift.
Ensure all critical and unknown alerts are acknowledged each shift
Ensure shift handoff to incoming Ops supervisor is done correctly
Participates in weekly meetings with Ops Meeting conducted by Ops Manager
Participates in weekly meetings with Common Monitoring team
Manage scheduling of shift coverage and operational work streams to optimize service delivery.
Responsible for ensuring efficient resolution of incidents through people, process and technology.
Provide timely, accurate, and effective communication on service impacting events.
Address technical and non-technical escalations.
Work with vendors on issue resolution and communications.
Report on key metrics of availability, incident resolution and service delivery performance.
Manage and document Standards, Policies, and Processes for the NOC.
Perform regular process improvement reviews to ensure ongoing optimization.
Required Skills:
Bachelor's Degree in related field or equivalent experience.
7-9 years of Ops. Supervising experience like Shift Manager/Incident Manager etc
Must have hands on experience supporting clients who have an AWS or Azure environment and Network end points
Knowledge of monitoring tools like Solar Winds, Cacti, Azure Monitor, SCOM, Cisco UCS, Control Up, Citrix Director, Tripwire, LogRhythm, Dynatrace and Splunk.
Good knowledge on using ServiceNow for ticketing and Incident Management.
Communication should be excellent, as they will have continuous client interaction.
Willing to work night shifts.
Certifications: ITIL V4 Service Operations Certified preferred,CCNA
