Job Summary
To lead the NOC for a managed network, with a team of engineers to provide 24x7x365 service assurance, service delivery and performance assurance of the network and services. This role is responsible for providing the best in class experience to customer, in addition to the compliance to the SLAs committed. The lead should efficiently manage a team of network engineers and technicians to monitor troubleshoot and rectify faults and performance issues timely. Responsibilities also include co-ordinations with field operations, suppliers, customer and other internal and external stakeholders, MIS reports, handling escalations and other coordination, being the prime point of contact for the customer and all other stakeholders for the network, for operations, maintenance and projects.
Job Deliverables
- Lead the 24x7 operations of the network operations center (NOC) for the network and services provided to the customer.
- Ensure timely trouble tickets, notifications and escalations to all stakeholders.
- Close coordination with field teams for fiber and equipment availability and maintenance.
- Ensure a best in class experience to customer, through well-managed service assurance, service delivery, performance analysis and preventive maintenance for the network and services, and comply with the SLAs committed to the customer.
- Ownership to ensure SLAs and performance indicators committed,
- Lead the NOC team in troubleshooting and resolving transport network incidents
- Provide major incident support and ensure quick recovery of traffic. Provide L2 and L3 support.
- Monitor and manage data communication networks (DCN) for the operations
- Monitor, analyze and execute preventive maintenance activities for the network to ensure long-term reliability.
- Collaborate with network equipment vendors and service providers, for all faults and follow up till resolution
- Track and ensure availability of spares, and timely repair & return of faulty modules
- RCAs of faults, hardware failures, and escalations as and when necessary
- Key coordinator with all internal and external stakeholders to achieve the commitments to customer.
- Ensure availability of tools and management systems required for the NOC operations.
- Key coordinator from NOC, with business, customer, and network stakeholders
- Develop, review and update and implement processes and procedures for the function
- Network analytics and presentations to the management. Provide recommendations as necessary.
- Ensure reporting and escalations with all stakeholders and partners, including business, customer, suppliers, external network providers etc.
- Improve network experience based on performance analysis
- Implement and enforce security measures to protect the network and ensure high uptime.
- Work with relevant stakeholders and support capacity upgrades in the network
- Implement and manage a BCP/DR system for the NOC services
- Provide leadership and guidance to the NOC team, fostering a culture of collaboration and continuous improvement.
- Build, train and retain a highly skilled high performing and motivated team.
- Comply with certifications and audit requirements, as per functional and organizational requirements
- Support implementation of network and monitoring tools, and maintenance of it
- Maintain comprehensive documentation of transport network configurations and procedures.
- Build processes for the operations. Audit compliances, review and update processes as per business requirements.
- Resource management & optimization, resource planning for growing business needs.
- Conduct regular audits to ensure process compliances and documentation accuracy.
- Communicate effectively with internal stakeholders and external partners.
- Reporting & MIS
- Business continuity management
- Delegation of work and empowerment.
