Our client is proud to offer industry leading Customer Service, Risk/Fraud and Tech Development services to our international client base. Our expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. We hire experienced top talent people which enables us to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.
Purpose of the Role
We are looking for a Head of NOC. The role involves hiring, managing, and training a team of NOC operators working closely with Incident managers and SRE and assisting Head of IT to help maintain and support operations 24/7. Key areas of responsibilities include:
• Hire, develop, and retain highly responsive focused engineers to ensure the effective operation of the department.
• Evaluate technical skills of the team to ensure the is an appropriate level of expertise.
• Take responsibility for the day-to-day operation of the team, providing overall guidance
and supervision.
• Develop and own the processes and procedures used by the team, based on best practice
for the business and industry.
• Ensure that up-to-date technical documentation exists for process, procedures,
troubleshooting and run books for the team.
• Implement and improve processes for monitoring/alerting, systems maintenance, and
escalation.
• Develop key dashboards for transparency of reporting uptime and other metrics as
identified
• Handle escalations and manage support from different levels.
• Ensure NOC team have the right tools and access required to troubleshoot and resolve
incidents. Working closely with SRE to build the tooling where required.
• Work with other teams to ensure that the tooling and processes around monitoring are
fit for purpose.
• Managing Operators rosters ensuring we have 24/7 coverage.
• Help with the standardization and automation of monitoring across multiple
environments.
• Conduct team reviews and be responsible for personal and career development of team
members.
The ideal candidate for this role:
• Prior experience in working in a 24/7/365 Network Operations Center
• Experience of monitoring tools.
• Skills working with both the cloud and physical datacenters
• Experience working with tools to help set up and manage on-call rotations and escalation.
• Understanding of metrics, logs and how to cross-relate them.
• Excellent leadership qualities and demonstrated history of successfully leading teams
• Excellent skills in developing processes and procedures for client & In-house team.
• Excellent oral communication skills, writing and presentation skills
• Able to analyze problems, issues & needs and provide robust but adaptable solutions which
meet current and future requirements
• Capable of working under pressure/using own initiative with minimal supervision
• Team player, who contributes ideas and suggestions for improvement
How we approach things:
• Medium sized company with a start-up culture and a can-do ethos
• We focus on getting stuff done, not on management hierarchy
• Open-door policy across all levels and departments
• Inclusive environment with staff from all around the world
What we offer:
• Training on the job.
• Opportunity to progress within the company, not limited to one department or team
• Hardware allowance to make sure you have all the right tools to get the job done