Manager - Service Operations Control Centre

Responsibilities

What will you contribute?

As the manager of the Global Service Operations Control Centre (SOCC) you will be in a highly visible role managing and running a 24x7x365 service. The team is accountable for managing the intake of all monitoring alerts from centralised tooling, assigning and resolving incidents, promoting major incidents and being a single point of contact and entry to the Technology disciplines

The role of the Manager of the SOCC is to drive a shift left culture, increase machine learning and automation while running a 24x7 service. Meeting contractual SLAs with external clients, defining and reporting against internal KPIs and ensuring efficiency and effectiveness is driven across the organisation. The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIS. SLAs, and CSFs.

The Manager of the SOCC provides insight to the Business on the health of the Infrastructure and Application environments and is responsible for the improving efficiency and triage of requests, alerts and escalations.

Responsibilities & Deliverables:

Your deliverables as SOCC Manager will include, but are not limited to, the following:

• Manage the day-to-day activities of the NOC team, including setting objectives, providing feedback, and scheduling team members.
• Ensure the team is providing high-quality customer service and technical support, within the agreed SLAs.
• Monitor the NOC team's performance and provide regular feedback and reports to the management team.
• Establish and maintain effective working relationships with customers, vendors, and other stakeholders.
• Develop and maintain operational policies and procedures and ensure that all team members adhere to them.
• Monitor and manage customer escalations, ensuring that issues are resolved quickly and efficiently. Act as the point of contact for all escalation issues
• Develop and maintain a knowledge base of customer issues and solutions.
• Drive a shift left culture, increasing automation and machine learning at event management levels, working smarter and more effectively
• Managing alert levels, ensuring effective and efficient alerting is in place

Required Experience:

• ITIL qualified
• Strong leadership and team management skills, with the ability to motivate and develop technical teams effectively
• Strong problem-solving and decision-making abilities, with a focus on driving results and continuous improvement.
• Excellent written and verbal communication in English
• Analytical abilities, attention to detail, stability, responsibility as well as customer focus
• Ability to work independently as well as part of an internal customer facing team
• Excellent Knowledge of reporting methodology, PowerBI and/or advanced excel.
• Good technical understanding across infrastructure, at a high level to ensure understanding of basic concepts
• Extensive experience in a Network Operations Centre (NOC) and Service Operations Control Centre (SOCC) environment. Minimum of 2-3 years of experience in network operations, with at least 2 years in a senior technical or lead role.
• Experience with monitoring and alerting tools e.g.Site 24x7, SolarWinds, Grafana.
• Experience with ServiceNow