NOC & Office Manager

Job Purpose :The NOC Manager leads, governs, and optimizes our 24/7/365 Global Network Operations Center based out of Pune. This role is responsible for driving operational excellence, maintaining high network availability, meeting strict SLA/KPI metrics, and leading a high-performing team of Shift Leads and L1/L2/L3 engineers. The IT & NOC Manager acts as the single point of accountability for major incident management, operational governance, vendor performance, and continuous process improvement across global and domestic network infrastructure.

Key Responsibilities & Governance:

Operational Leadership & Team Management

 Direct day-to-day operations of a multi-tiered 24/7/365 NOC team (L1, L2, L3 engineers,

and Shift Leads).

 Manage shift rostering, capacity planning, resource allocation, and holiday scheduling to

ensure 100% operational coverage without gap risks.

 Set team targets, drive performance evaluations (KPIs/OKRs), conduct regular 1-on-1s,

and build structured career progression pathways for team members.

 Lead hiring, onboarding, skill-gap assessments, and technical training programs to

continuously upgrade team capabilities.

Service Level Management & SLA Governance:

 Own service delivery metrics, including MTTD (Mean Time to Detect), MTTR (Mean

Time to Restore/Resolve), First Contact Resolution (FCR), and SLA compliance

percentages.

 Establish, audit, and refine Standard Operating Procedures (SOPs), incident runbooks,

escalation matrixes, and shift handover protocols.

 Conduct regular ticket audit reviews to ensure operational quality, proper work notes

logging, and strict adherence to ITIL frameworks.

Major Incident & Crisis Management:

• Function as the ultimate operational escalation point for critical (P1/P2) network

outages and severe service degradations.

• Direct Major Incident Response bridges, ensuring coordinated technical response

between internal infrastructure teams, L3 architects, third-party vendors, and executive

leadership.

• Own the Problem Management process: oversee Root Cause Analysis (RCA)

investigations, draft executive Post-Incident Reports (PIR), and track corrective/preventive actions (CAPA) through completion.

Vendor, Telecom & Executive Stakeholder Alignment

 Manage performance and SLAs of major Indian and global telecommunications

providers and hardware OEMs.

 Drive quarterly business reviews (QBRs) with key suppliers to ensure circuit availability

and hardware RMA SLA compliance.

 Draft and deliver regular operational dashboards, trend analysis reports, and

performance summaries to executive leadership and global client stakeholders.

Operational Automation & Process Improvement:

 Identify opportunities to reduce operational noise through alert optimization,

automated event correlation, and self-healing workflow implementations.

 Partner with Cloud, Security (SOC), and Systems engineering teams to transition new

network technologies, branches, and cloud assets into active NOC monitoring.

Required Qualifications & Experience:

 Education: B.E. / B.Tech, MCA, or equivalent technical degree.

 Experience: 9 to 10 years in IT Infrastructure/Networking, with at least 4 to 6 years in a

formal NOC managerial or leadership role managing 24/7 operations teams.

Certifications ( Highly Preferred ):

ITIL v4 Foundation / Managing Professional

Technical credentials: CCNP / CCIE (Enterprise/Security), or equivalent vendor

certifications (Palo Alto PCNSE, Fortinet NSE 7).

Leadership / Project Management certs are strong advantages.

Technical & Management Competencies:

Technical Depth: Solid foundational understanding of enterprise networking (BGP, OSPF,

MPLS, SD-WAN, IPsec/SSL VPNs, VLANs, Firewalls) and cloud connectivity (AWS Direct

Connect, Azure ExpressRoute).

ITSM & Monitoring Ecosystems: Expertise in deploying and managing enterprise ITSM

platforms (ServiceNow, BMC Remedy, Jira Service Management) and monitoring suites

(SolarWinds, PRTG, Datadog, Splunk, Zabbix).

Operational Governance: Strong mastery of ITIL Incident, Problem, Change, and

Capacity Management processes.

Analytics & Reporting: Proficiency in data analysis, dashboard creation (Power BI,

Tableau, or ServiceNow Analytics), and trend forecasting.

Soft Skills & Leadership Qualities:

Crisis Leadership: Proven capability to remain composed, authoritative, and decisive

during complex high-severity incidents.

Executive Communication: Exceptional verbal and written English communication skills

to present technical concepts clearly to non-technical business leaders and enterprise

clients.

People & Stakeholder Management: Strong emotional intelligence, conflict resolution

capability, and team-building mindset.

Pay: ₹80,000.00 - ₹85,000.00 per month

Work Location: In person