Service Desk & NOC Monitoring Sr Manager

About Us

As a leading provider of high-quality food and beverage ingredients, we work with farming communities across the globe to grow, source and produce ingredients that are good for consumers, farmers, and the world around us. We supply household food brands and manufacturers worldwide with cocoa, coffee, dairy, nuts and spices ingredients which are often grown on our own farms and estates and sourced from hundreds of thousands of farmers across ~50 countries. Along with our diverse manufacturing and innovation capabilities, this means we can provide ingredients for a range of products, from a plant-based latte mix to an almond based snack bar or a dairy-free ice cream. Making a positive impact on people and planet is a core component of our Purpose, to be the change for good food and a healthy future. With a deep-rooted presence in the countries where our ingredients are grown, we are closer to farmers, enabling better quality, and more reliable, traceable, and transparent supply. And whoever we re with, whatever we re doing, we always make it real.

Location:

Job Summary:

To lead and manage the Service Desk and Network Operations Center (NOC) Monitoring teams, ensuring high availability, performance, and support of IT services across the organization. The role focuses on delivering exceptional end-user support, proactive monitoring, and rapid incident resolution to maintain business continuity, also focuses on overseeing shift operations and on-call duty coverage to maintain continuous service availability and performance.

The person should strong experience in managing outsourced venor managed team and monitoring vendor performance through defined SLA/KPI.

Key responsibilities

Service Desk Management

1. Oversee daily operations of the

   IT Service Desk

   , ensuring timely and effective resolution of user issues.


2. Implement and maintain

   ITIL-based processes

   for incident, request, and problem management.


3. Monitor

   SLAs, KPIs

   , and customer satisfaction metrics; drive continuous improvement.


4. Manage escalation procedures and ensure proper documentation of incidents and resolutions.


5. Lead onboarding and training of Service Desk staff; foster a culture of accountability and service excellence.


6. Develop and maintain

   technical documentation

   , standards, and governance models.

NOC Monitoring Management (Command Center)

1. Manage the 24x7 NOC team responsible for monitoring IT infrastructure, applications,network health, Web URL, Cloud services.


2. Define and maintain monitoring standards, thresholds, and alerting mechanisms using tools like SolarWinds, Logic Monitor,SCOM,Dynatrace, AWS Cloud watch, Azure monitor


3. Ensure rapid detection, escalation, and resolution of critical incidents affecting business operations.


4. Collaborate with infrastructure, network, and application teams to optimize monitoring coverage and reduce false positives.


5. Lead root cause analysis (RCA) and post-incident reviews for major outages.

Shift & Workforce Management

1. Design and manage

   rotational shift schedules

   to ensure 24x7 coverage across Service Desk and NOC teams.


2. Monitor shift performance and ensure proper handover procedures between shifts.


3. Address staffing gaps, overtime, and leave planning to maintain operational continuity.


4. Implement

   shift-based reporting

   , dashboards, and incident tracking to ensure accountability.


5. Foster team engagement and well-being across night, weekend, and holiday shifts.

Reporting & Governance

1. Provide regular reports on incident trends, system health, and team performance to senior leadership.


2. Ensure compliance with internal policies, security standards, and audit requirements.


3. Participate in

   change management

   and

   capacity planning

   discussions.

Required Skills & Qualifications

1. 12+ years of experience in IT operations, with 5+ years in a

   managerial role

   overseeing Service Desk and/or NOC teams.


2. Strong knowledge of

   ITIL framework

   , ticketing systems (ServiceNow, Jira, etc.), and monitoring tools.


3. Experience managing

   hybrid environments

   (on-prem + cloud: AWS, Azure).


4. Excellent leadership, communication, and stakeholder management skills.


5. Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Preferred Qualifications and Skills

1. ITIL Foundation or higher


2. Service now tool admin

ofi

Applicants are requested to complete all required steps in the application process including providing a resume/CV in order to be considered for open roles.