NOC Incident Manager - Internet/Online

UK Shift

Location: Gurgaon

- The NOC Manager will support C internal and external mission-critical IT infrastructure and applications by supervising the day to day operations of the NOC located in Gurgaon and coordinating activities with the NOC Manager in our HQ office

- The NOC manager is responsible for overseeing system events across multiple datacenters and geographies and working with multifunctional and geographically distributed teams to ensure the timely resolution of any issues. Due to the around the clock nature of the NOC, this role may require flexible work schedule and off-hours support from time to time.

- The Network Operations Center (NOC) team is responsible for monitoring all aspects of Cvent’s 24x7x365 global IT infrastructure and is usually the first line of defense against any service unavailability. NOC’s primary responsibility is to detect all system anomalies as quickly as possible and accurately evaluate the severity of an incident to provide notification and status to the right audience.

- NOC also provides first tier troubleshooting when run-books or knowledge base articles are available. In addition, NOC performs routine system maintenance tasks as dictated by the schedule, Change Management process, and available documentation

- This role requires a skilled, independent, self-motivated, and smart person who is familiar with the use of NOC processes, tools, and best practices to help minimize service downtime.

- The ideal candidate must possess excellent technical and non-technical communication skills, including ability to interact and work with staff at all levels, in person as well as over email, phone, and video. The selected candidate will have proven ability to lead, facilitate, and motivate teams

- 8+ years of experience in IT including 2+ years in a leadership, supervisory or management position of an IT Service Desk/Helpdesk/Call Center function.

- Detailed, hands-on experience with support or administration of large scale, transaction-intensive, 24x7, multi-site, international IT operations involving 100s of servers and 99.999% SLA.

- Working knowledge of Windows Server and Linux Operating Systems, VMWare, IIS, Apache, SQL and/or NoSQL databases, Cisco networking, DNS, SAN, and application as well as network security.

Intermediate to expert knowledge of three or more of the following focus areas:

- Event, Incident, and Problem management processes

- Software Development Life Cycle (SDLC) processes, especially Service Transition and Release Management

- Enterprise Network Monitoring Systems (NMS) like Nagios, Zabbix, Orion

- ITSM tools like ServiceNow, BMC Remedy, HP Service Manager, Service IBM Tivoli

- ITSM best practice framework like ITIL or COBIT

- Strong work ethic; highly organized; ability to work under minimal supervision.

- Excellent problem solving/analytical skills. Flexibility, adaptability, and ability to deal with ambiguous situations on a consistent basis.

- Keywords: NOC Manager, NOC, IT Service Management, ITSM, ITIL, Incident Management, Problem Management, Release Management, Service Desk, Helpdesk, ServiceNow, Zabbix