NOC Team Lead
JOB DESCRIPTION:
- Lead the team for day to day monitoring of alerts in event management system and act as an escalation point for any major incident and critical changes in the event monitoring. Monitor and audit the event logging and reporting.
- Infrastructure Monitoring:
- Properly collect and store relevant data on performance metrics, service levels, server status and both planned and unplanned system outages.
- Develop and maintain an overall monitoring program to ensure work tickets are completed in a timely manner
- Responsible for informing Management and Support teams about operation performance and service availability
- Generate reports for management regarding service availability, uptime, and adherence to Standard Operating Procedures and metrics etc.
- Application Monitoring:
- Lead and priorities the Application Support team’s workload
- Maintain application monitoring, performance tuning and testing
- Provide input to administering and maintaining all production and internal environments
- Lead a team to monitor services and respond to graph/log anomalies, system alerts. Identify issues according to SOPs and experience, escalate identified issues for resolution when necessary
- Data Center Monitoring:
- Oversee asset and equipment maintenance and inventory of the data center; such as managing and installing upgrades, troubleshooting and installation of hardware, servers, cabling, components, accessories etc.
- Respond to troubleshooting and maintenance requests regarding facilities, infrastructure of data center
- Maintains an updated, accurate asset list of all hardware equipment and tagging/labelling
- Service Operation:
- Required to perform process automation that helps to improve the current workflow.
- Responsible for managing and coordinating the NOC team.
- Responsible for supervising documenting and escalating events and incidents to proper management.
- Practice daily ITIL methodology and related practices like Incident, Event, and Change Management.
- Manages archives and inventories, including keeping detailed records of data on inventory.
- NOC Lead supervise the work of junior employees to ensure that operation requirements have been properly implemented and procedures carefully followed.
- Develops strategies to promote team member adherence to company regulations and performance goals
- Bachelor’s Degree in an IT-related field is preferred.
- Strong leadership skills, can motivate team members and comfortable in giving constructive feedback
- Working knowledge in ITIL policies and best practices
- Working knowledge on Service Management tools, Event Management tools and other key system monitoring applications.
- 3-5 years of relevant experience supporting and monitoring network systems, servers, database or storage in an enterprise environment. Previous NOC experience is strongly preferred.
- Excellent documentation, organization and time management skills with prior experience in managing and leading a team.
- Excellent written and oral communication, with excellent interpersonal skills.
- Experience in infrastructure monitoring management and implementation
- Programming Skills (Java, PHP, VB, CSS, etc.)