NOC Manager

     Job Responsibilities:

-         Manage a team of remote technicians and field engineers to address network issues via ticketing, emails or phone calls

-         Participate in network design and implementation for operations and project work

-         Coordinate with vendors, partners, and service providers’ stakeholders

-         Develop and monitor policies for the use of network resources

-         Evaluate and recommend security & network infrastructure improvements along with system upgrades as necessary

-         Create technical support documentations and update policies

-         Meet regularly with senior managers/team to develop and report on strategic plans for team objectives

-         Set daily employee objectives and schedules to achieve and exceed company productivity and better performance as per KPIs

-         Build sustainable relationships and trust with clients and internal teams through open and interactive communication

-         Provide accurate, valid and complete information by using the right methods/tools

-         Handle escalations and incidents reported in a timely manner

-         Accumulate and provide data reports on a daily/monthly/annually basis

-         Follow communication procedures, guidelines and policies

     Requirements and skills:

-         Working experience of 5-7 years minimum with at least 2 years of senior leadership experience in team handling

-         Proven experience in Security domain for product support and customer service

-         Excellent verbal and written communication skills and presentation skills

-         Hands-on experience with CRM tools

-         Strong expertise in Incident Response and Incident Management

-         Ability to lead and guide the NOC team in addressing and resolving network issues

-         Bachelor’s degree B.E. / B.Sc. / BCS or equivalent is a must

-         CompTIA A++ or N+ or equivalent certification is a must, CCNA or CCNP will be a plus