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