External Advertising Title Manager, Network Operations Center

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Transforming the insurance industry is ambitious, we know. That’s why at Applied Systems India Pvt Ltd., an Applied Systems company, we’re building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers – all within a culture built on values that make us indispensable to each other too.

With 40+ years of experience in the Insurtech game, we’re not just redefining what’s achievable, we’re creating a place where amazing career moments are made possible.

Job Summary

Applied Systems is establishing a 24x7 India-based Network Operations Center (NOC) within Enterprise Infrastructure Engineering to reduce outage risk, improve response times, and protect high-cost engineering capacity. The NOC Manager owns daily operations of the NOC, accountability for SLA performance, and the continuous improvement of monitoring, triage, and Major Incident processes. Operating under a bifurcated leadership model in which US-based leadership retains strategy and SLA ownership, the NOC Manager leads the India-based delivery team of L1 analysts and L2 engineers, serves as the primary operational liaison with US leadership, and ensures disciplined, always-on incident management.

This role suits a hands‑on operations leader who can build shift discipline, drive runbook quality, and translate incident patterns into reliability improvements.

What You’ll Do

Operations Leadership & Team Management

• Own daily operations of the 24x7 NOC, including shift coverage, follow-the-sun handoffs, and escalation discipline across L1 and L2 staff.
• Lead, coach, and develop a team of NOC analysts and engineers; manage scheduling, performance, and capacity to sustain continuous coverage without reliance on overtime or ad‑hoc escalation.
• Maintain shift staffing models and rosters that ensure two analysts per shift across three L1 shifts and overlapping L2 surge coverage.

SLA & Performance Accountability

• Own NOC SLA performance, including Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) for Severity 1 and Severity 2 incidents.
• Track, report, and continuously improve KPIs and SLOs; identify runbook gaps and prioritize the automation backlog.
• Produce operational performance reporting for US leadership and lead the weekly operations review with Infrastructure Engineering.

Major Incident Management

• Ensure rapid initiation of a crisis bridge for Severity 1 and high‑impact events, and coordinate engagement of an Incident Commander.
• Oversee response, communications, and stakeholder updates through stabilization.
• Lead post‑incident reviews and drive corrective‑action tracking to reduce recurring incidents.

Stakeholder Liaison & Governance

• Serve as the primary operational liaison between the India NOC and US leadership, including the US Program Manager, US Director, and EIT Senior Director.
• Participate in the daily, weekly, and monthly governance cadence — shift handoff and open‑incident review, operations reviews, and monthly reliability reviews.
• Coordinate with Infrastructure Engineering, SRE, and Cloud Operations on escalation paths and SME engagement.

Continuous Improvement & Operational Readiness

• Direct low‑incident‑period capacity toward monitoring hygiene, backlog reduction, and operational readiness, improving reliability without incremental cost.
• Champion runbook development and day‑one monitoring coverage for newly launched services.
• Drive NOC maturity through the pilot, integrate, and steady state 24x7 phases of the operating model.

Required Experience:

Education & Experience

• Bachelor’s degree in computer science, Information Technology, or a related field, OR an equivalent combination of education and professional experience.
• 8+ years of experience in IT operations, NOC, or infrastructure environments.
• 3+ years leading 24x7 operational or shift‑based teams.

Technical & Operational Skills

• Strong command of ITIL‑aligned incidents and Major Incident management practices.
• Hands‑on familiarity with monitoring and observability platforms (e.g., Datadog) and ITSM ticketing (Jira / Jira Service…