NOC Lead - Enterprise Operations

Role Summary

NOC Lead will be responsible for leading enterprise-wide 24x7 monitoring and operational support across websites, applications, networks, Windows servers, cloud services, and end-user computing platforms. The role owns shift governance, alert response, major incident coordination, vendor escalations, ITIL process compliance, BMC ticket governance, SLA and KPI reporting, and continuous service improvement. The position requires hands‑on command of engine‑based monitoring products and Site
24x7, strong technical troubleshooting capability, and disciplined leadership to maintain service availability, performance, reliability, and operational excellence across the enterprise.

• Lead 24x7 monitoring of enterprise websites, applications, APIs, network devices, Windows servers, cloud services, and other business‑critical platforms.
• Take operational ownership of engine‑based products and monitoring tools, including hands‑on administration, troubleshooting, health checks, and service restoration support.
• Operate and optimize Site
  24x7 monitoring for website and application availability, response time, transaction performance, infrastructure health, and alerting.
• Ensure monitoring thresholds, probes, synthetic checks, dashboards, notification rules, and escalation paths remain accurate and aligned with business criticality.
• Review monitoring coverage for new and changed services and ensure there are no unmanaged assets, blind spots, or unsupported alerts.
• Reduce false positives and alert noise through regular tuning, correlation, suppression, and improvement of monitoring logic.

• Ensure all alerts are validated, prioritized, acknowledged, recorded, and actioned within defined operational targets.
• Lead the technical and operational response for Priority 1 and Priority 2 incidents, including bridge coordination, task allocation, escalation, and service restoration tracking.
• Maintain clear communication with business stakeholders, technical teams, service owners, and management throughout critical incidents.
• Ensure incidents are linked to related problem, change, vendor, and known‑error records where applicable.
• Drive post‑incident reviews, root cause analysis, corrective actions, and preventive measures for recurring or high‑impact failures.
• Verify that shift handovers include all active alerts, open incidents, pending vendor actions, planned changes, risks, and follow‑up items.

• Supervise, mentor, coach, and schedule NOC Engineers to ensure complete and effective coverage across all shifts, including nights, weekends, and public holidays.
• Prepare shift rosters, manage leave coverage, distribute workloads, and maintain adequate staffing for operational and business requirements.
• Set clear expectations for punctuality, ownership, ticket quality, communication, escalation discipline, and a solution‑oriented can‑do attitude.
• Conduct shift briefings, knowledge‑sharing sessions, technical coaching, performance reviews, and competency development activities.
• Maintain and enforce standard operating procedures, runbooks, escalation matrices, checklists, and shift handover standards.
• Review team performance and take timely corrective action for process gaps, missed alerts, delayed escalations, or recurring quality issues.

• Act as the primary operational liaison with third‑party vendors, managed service providers, telecom providers, application partners, and support contractors.
• Raise and track vendor cases, provide required evidence and diagnostics, coordinate troubleshooting sessions, and escalate delays or service risks.
• Monitor vendor response and resolution performance against contractual SLAs, operational level agreements, and service commitments.
• Conduct regular vendor service reviews and follow up on chronic issues, pending root cause reports, recurring incidents, and improvement actions.
• Maintain vendor contact details, support entitlements, contract references, escalation paths, and service coverage information.