NOC Lead and Major Incident Manager

Network Operations Center ManagerResponsibilities:Team Leadership: Lead, mentor, and motivate a team of NOC engineers and analysts. Foster a collaborative and positive work environment that encourages innovation and continuous improvement. Conduct regular performance reviews and provide coaching and feedback to team members.Operational Oversight: Oversee the 24/7 operation of the NOC, ensuring the timely and effective resolution of incidents. Collaborate with other IT teams to ensure seamless communication and coordination in incident response.Process Improvement: Continuously evaluate and enhance NOC processes and procedures for incident detection, resolution, and escalation. Implement best practices and industry standards to improve the efficiency and effectiveness of NOC operations.Incident Management: Manage the end-to-end incident management process, from initial detection through resolution and post-incident analysis. Coordinate with other IT teams and external vendors to ensure timely incident resolution.Resource Management: Allocate resources effectively based on workload and priority. Identify training needs and provide professional development opportunities for team members.Documentation: Ensure accurate and up-to-date documentation of procedures, and incident response plans. Regularly review and update documentation to reflect changes in the environment.Performance Metrics: Define and monitor key performance indicators (KPIs) for the NOC, reporting on performance and identifying areas for improvement. Develop reports and dashboards to provide insights into network health and performance.Qualifications:Bachelor's degree in Information Technology, Computer Science, or a related fieldProven experience in a NOC or network support role, with at least 8 years of managerial experienceIn-depth knowledge of network technologies, protocols, and security best practicesStrong leadership and interpersonal skills, with the ability to motivate and guide a diverse teamExcellent problem-solving and decision-making abilities, especially in high-pressure situationsFamiliarity with ITIL practices and IT service managementCertifications such as CCNA, CCNP, or ITIL are a plusEffective communication skills, both written and verbal