Position title
Sr. Network Operations Centre Manager
Description

The Sr. Network Operations Centre Manager is responsible for designing the appropriate processes and procedures to build a proactive technical support center, managing the Network Operations Centre (NOC) staff, and taking ownership of all technical and customer issues. The primary focus is the successful delivery of NOC services while delivering growth in the quantity of customers using the NOC’s services. This role requires a strong background and experience in pivoting from reactive to proactive services.

Responsibilities
  • Responsible for managing a NOC staff working in different shifts
  • Perform basic system administration tasks for Windows and Linux Servers.
  • Constantly improve the alerting of supported systems by adding, removing, or revising alerts to better reflect the current platform operational needs or as requested by management. (Zabbix, SolarWinds)
  • Document issues using our Ticket Tracking System (Jira) and follow the Escalation and Notification Process.
  • Strong knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, Switches, and the needs of telecommunications customers
  • Conduct ticket reviews, manage schedules, and conduct performance reviews
  • Perform daily system checks to ensure critical systems and services are operational
  • Installation, Configuration, and management of different monitoring tools
  • Recruit and hire new staff with the skills to meet the future needs of evolving services
  • Structure of the NOC to best serve clients
  • Identify areas requiring training and ensure appropriate training is scheduled and delivered
  • Drive efforts to streamline and evolve systems, services, tools, and processes in support of optimizing service capabilities
  • Develop, document, and implement the necessary processes to ensure consistently high performance in all areas
  • Ensure appropriate resources are engaged in incident resolution
  • Oversee all aspects of the incident resolution and ensure appropriate tickets are opened, closed, and tracked
  • Ensure timely and appropriate internal and external communication occur throughout the incident
  • Monitor ticket processing to ensure tickets are being aggressively worked and SLAs addressed
  • Ensure that all open tickets are appropriately updated within established time frames.
  • Work with Customer Success, Tier 2, and Tier 3 support groups to continually refine and improve the escalation and notification process.
  • Work with outside vendors to report and ultimately resolve problems and escalate open trouble tickets to their conclusion.

Develop and maintain documentation for NOC operations

Qualifications
  • Must be willing and able to work any of the 3 shifts.
  • 2-3 years of experience working in a NOC or Systems Administration environment
  • 2-3 years experience with Windows Server Administration and/or Linux, Unix, or a similar OS
  • 2-3 years of experience with monitoring tools such as DataDog, Zabbix, SolarWinds is required
  • Excellent troubleshooting, critical thinking, and problem-solving skills.
  • Excellent verbal and written communication skills are required.
Employment Type
Full-time
Industry
Information technologies
Job Location
NGC Tower, 3rd Floor, Plot # A-1, Block-3 7/8 KECHS, Jinnah Housing Society, PECHS, Karachi, 75000, Karachi, Sindh, 74600, Pakistan
Working Hours
9 AM TO 6 PM
Date posted
November 26, 2020
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Position: Sr. Network Operations Centre Manager

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