NOC Team Lead

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

JOB DESCRIPTION

The primary role of the Network Operations Center (NOC) Lead is to provide guidance and supervision to the NOC Engineers. The Lead will directly hold accountability of the quality delivered and the people managed within that group.

Additionally, he / she is expected to liaison with the other NOC Leads globally to ensure the standards are maintained across shifts and best practices are shared. The role demands good knowledge of ITIL and hands on experience with some of the basic tools on monitoring, incident / change management, and OS or other tools used to be able to pull more work into the command center from the specialists.

KEY RESPONSIBILITIES

• Collaborate with the resources of Network Operations Center (“NOC”) to ensure compliance of Operational policies, standards and procedures.

• Work closely with NOC Engineers to help optimize and build new procedures to improve response time and reliability of supported services.

• Create and demonstrate special procedures during the Incident Management that ensures restoration of services with minimal customer impact and highest degree of communication - both internally and externally.

• Create and publish daily, weekly and monthly reports to highlight performance of the team and clearly marking the efficiencies achieved over a period of time.

• Work cross-functionally to ensure that all trouble tickets are promptly and effectively resolved.

• Create, document and follow processes across shifts towards a smooth functioning of the command center.

• Ensure timely response and updates from the NOC on service-affecting repairs, collaborating as required cross functionally.

• Support and assist with certification and training initiatives for continued education of the NOC technicians.

Required Competencies:

· 2 years of experience as a Lead is MUST and should have overall 6-8 years of experience in NOC environment

· Must have worked in a global environment handling 24*7*365 operations

· In-depth working knowledge of server, network, and storage technologies

· Previous experience with various database technologies, such as Oracle, Microsoft SQL Server, MySQL, DB2, and others

· Some experience and knowledge in Systems Administration, Storage Operations and Administration

· Ability to lead a team by giving direction, handling escalations and any conflict that may arise

· Ability to interface with management team by keeping them informed on a daily/weekly basis

· Excellent oral and written communication skills

· Must possess the ability to handle multiple projects concurrently and function in a fast-paced, demanding, high growth environment, and be customer-service oriented

· Must possess knowledge of ITIL processes and have experience leading or at least using ITIL processes within an organization and NOC

Preferred Qualifications:

· Past experience on automation and transformation

· In-depth experience with SAN technologies and terminology

· In-depth experience monitoring multiple data centers

· Bachelors degree or equivalent in Technology or Engineering

· ITIL certification

NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.

You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other ​applicable ​data protection legislation​.