Provide technical support for private communications network. Handle customer calls and troubleshoot network issues in operations center.
TL
Hybrid Operations Center Manager – NOC Manager
Posted last month
About the role
- Operations Center Manager leading the command center team at IT company ensuring high availability of critical IT infrastructure. Requires extensive experience in process-driven IT operations.
Responsibilities
- Manage the daily activities of the Operations Center (NOC), ensuring 24/7 coverage and rapid response to alerts.
- Lead, mentor, and train a team of System Administrators and L1/L2 Support Engineers.
- Manage shift schedules, handovers, and on-call rotations to ensure zero coverage gaps.
- Oversee the health of the entire IT estate: Servers (Windows/Linux), Networks (LAN/WAN), Cloud (AWS/Azure), and Virtualization (VMware/Hyper-V).
- Administer and tune monitoring platforms (e.g., SolarWinds, Nagios, Datadog, Zabbix, Logic Monitor, Elastic, Splunk etc).
- Refine alert thresholds to reduce "alert fatigue" and ensure the team focuses on actionable signals.
- Design and maintain real-time dashboards for leadership, visualizing uptime, latency, and system health.
- Generate weekly/monthly operational reports (uptime, MTTR, ticket volume).
- Ensure patching schedules are executed on time and compliant with security policies.
Requirements
- 12+ years of experience in IT Operations, Infrastructure Support, or NOC environments.
- 2+ years of experience in a leadership or team lead role.
- Deep understanding of the ITIL Framework (Certification is highly preferred).
- Hands-on experience with Monitoring Tools: Proficiency in configuring and managing tools like Logic Monitor, Elastic, SolarWinds, PRTG, Nagios, Datadog, or New Relic.
- Solid technical background in Server Administration (Windows/Linux) and basic Networking concepts (DNS, TCP/IP, Firewalls).
- Crisis Management: Ability to stay calm and decisive during high-pressure outages.
- Communication: capable of translating complex technical issues into clear business updates for executives.
- Analytical Thinking: A data-driven approach to identifying trends and inefficiencies.
- ITIL v3 or v4 Foundation/Intermediate Certification.
- Experience with ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy etc.
- Basic scripting skills (PowerShell, Bash, or Python) for automation.
- Experience in a Hybrid Cloud environment (On-prem + Azure/AWS).
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