Key Responsibilities:
Team Management & Leadership:
- Supervise, mentor, and evaluate Level 1 support staff, fostering a positive and collaborative environment.
- Manage shift rotations to ensure continuous 24/7 coverage.
- Oversee performance management for both permanent and contractual team members.
NOC Operations:
- Monitor daily operations of the NOC, including alerts and maintenance of production servers and applications.
- Implement and enforce standard operating procedures (SOPs).
- Ensure timely communication and escalation of incidents to stakeholders.
Customer Support & Escalations:
- Ensure customer inquiries and technical issues are triaged and resolved promptly.
- Lead customer escalation calls and manage GreyOrange's peak support and hypercare (war-room) processes.
- Track customer feedback and satisfaction metrics, implementing improvements as needed.
Performance Monitoring & Reporting:
- Track and analyze KPIs related to NOC and Level 1 operations.
- Generate dashboards and reports for senior management.
- Identify trends, inefficiencies, and recommend solutions for improvement.
Collaboration & Continuous Improvement:
- Work closely with Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution.
- Participate in cross-functional projects to reduce repetitive alerts/incidents.
- Lead initiatives to implement new tools, technologies, and methodologies for enhanced support functions.
