Profile: NOC Manager

Must Have:
1: 5–8 years of NOC Manager experience/Team Lead at NOC.
2: ITIL/ITSM or other industry-related certification is preferred.
3: People leadership and direction experience.
4: Professional manner and customer service experience.
5: Understanding of Telecommunication networks and methodology required.
6: Excellent communication skills.

About the Role:

➢ Supervision: Oversee the daily operations of the NOC team, ensuring all activities align with
company standards and objectives.
➢ Training and Development: Train, mentor, and develop NOC staff, ensuring they are up to date
with the latest technologies and best practices.
➢ Scheduling: Manage staff schedules to ensure 24/7 coverage, including on-call rotations.
➢ Incident Response: Lead the response to network incidents, including outages, security
breaches, and performance issues, ensuring timely resolution.
➢ Escalation Procedures: Develop and implement escalation procedures for incidents, ensuring
critical issues are promptly addressed.
➢ KPIs, KRA’s and SLAs: Define and track key performance indicators (KPIs) and service level
agreements (SLAs) and Team KRA metrics.
➢ Reporting: Generate regular performance reports, highlighting trends, issues, and areas for
improvement.
➢ Stakeholder Communication: Serve as the primary point of contact for network related issues,
communicating effectively with internal and external stakeholders.
➢ Process Improvement: Continuously evaluate and improve NOC processes and procedures to
enhance efficiency and effectiveness.

➢ Audit and Review: Conduct regular audits and reviews of NOC operations to ensure quality and
compliance which includes regular health checks on customer environment.
➢ Vendor and Contract Management: Lead Customer Onboarding and contract Renewals.
➢ Feedback Integration: Incorporate customer feedback into NOC processes to improve service
quality and responsiveness.
➢ Service Improvement: Implement strategies to continuously improve the customer experience
regarding network services.
➢ Knowledge Base: Develop and maintain a comprehensive knowledge base for the NOC team.
➢ Continuous Learning: Promote continuous learning and development within the NOC team,
encouraging certification and further education.
➢ Workshops and Trainings: Organize workshops and Trainings to keep the team updated on the
latest trends and technologies.
➢ Custom Reports: Create custom reports for different stakeholders, providing insights into
network performance and health.
➢ Metrics Development: Develop new performance metrics to better evaluate the effectiveness
of the NOC.
➢ Regulatory Compliance: Ensure the NOC operations comply with all relevant regulatory
requirements.

Salary: 12 LPA TO 15 LPA
Working Days: 5 days