- Supervise and mentor the Level 1 support team, providing guidance, training, and performance evaluations.
- Schedule and manage shift rotations to ensure 24/7 coverage and optimal team performance.
- Foster a positive and collaborative team environment.
NOC Operations-
- Oversee the daily operations of the NOC (Alerts Maintenance of production servers application), ensuring all monitoring and incident management processes are followed.
- Implement and enforce standard operating procedures (SOPs) for all team processes.
- Ensure timely and effective communication and escalation of incidents to relevant stakeholders.
Customer Support-
- Ensure the Level 1 support team triages and promptly addressing customer inquiries or technical issues by aligning required stakeholders.
- Define processes to ensure no critical alert or maintenance activity is missed.
- Lead Drive customer escalation calls.
- Monitor customer feedback and satisfaction metrics, implementing improvements as needed.
- Ensure GreyOrange s Peak Support War-rooms process (continuous bridge calls during hypercare) are owned and executed without failures.
Performance Monitoring and Reporting-
- Track and analyse key performance indicators (KPIs) related to NOC and Level 1 support operations.
- Generate regular performance reports and dashboards for senior management.
- Identify trends and areas for improvement, recommending and implementing solutions to enhance service quality.
Collaboration and Coordination-
- Work closely with other departments, such as Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution and service continuity.
- Participate in cross-functional projects and initiatives aimed at reducing inflow of repetitive alerts/incidents.
Continuous Improvement-
- Proactively identify opportunities for process improvements and efficiency gains.
- Lead initiatives to implement new tools, technologies, and methodologies that enhance the NOC and support functions.
Key Requirements:
- Education: Bachelor s degree in Computer Science, Information Technology, or a related field.
- Experience: Overall experience of 5-7 years in the Support industry with 1-2 years of experience as a Team Lead or Assistant managerial role.
- Skills: Leadership, Team Management, Problem Solving, Analytical Abilities, Strong Communication Skills, Ability to work in a fast-paced, high-pressure environment.
