The NOC Lead owns the NOC service to oversee complex network components and are responsible for network management.Responsibilities:· Regular Meetings with Clients to ensure and Delivery obligations are being met (‘what’ we deliver)· Proactively monitor backbone network and IT landscape and address issues that may arise.· Troubleshoot network outages and escalate as needed.· Adhere to defined quality guidelines for customer communication.· Review processes and recommend changes to improve the overall effectiveness/efficiencies.· Carry out other work as directed by senior members of the team.· Escalate issues to Supervisors/Managers/Tier2 & 3 level Network Engineers/other groups by following established SOPs.· Update the internal knowledge base with new solutions for support.· Comply with the organization’s conventional guidelines, policies, and processes.· Monitor breaches of service level agreements (SLAs).· Update the departments, teams or third-party providers on events progress.· Aid team members by applying technical knowledge of operations and systems using server, PCs, telephones, and emails.· Diagnose Issues within the IT landscape.· Continuously monitor systems through various tools.· Track all Issues.· Report Incidents.· Generate reports as required.· Maintain internal communication and escalation matrix.· Add monitors to web monitoring tools and network monitoring tools.· Apply system updates to Windows systems utilized by the DCC monitoring solutions.· Update and maintain all internal documents and trackers.· Participate in war rooms for issue resolution.· Join requested meetings.

· Responsible for managing and coordinating the NOC team. The main aim for this coordination is to ensure that the networking system runs efficiently without interruption.· Primarily deals with users, customers, vendors, engineers, and the whole technical team.· Ensures that the systems and technology used are constantly upgraded to remain relevant.· Constantly update his / her knowledge as the success of a NOC Lead depends on his / her knowledge of the industry and the level of experience in the field.· The NOC Lead must keep upper management informed about what is happening in the organization concerning networking.· Comes up with innovative solutions to various networking problems and ensures that customer needs are properly defined and satisfactorily met. Implements and evaluates the working of networking systems and stays abreast of new technologies emerging in the industry.· NOC Lead oversees the work of junior employees to ensure that system requirements have been properly implemented and procedures carefully followed.· Responsible for informing Management, partners and peers about network performance and service availability.· Coordinates the duty shift table for the NOC operations and carefully allocates staff members (NOC technicians and NOC engineers) on different shift duties for ensuring the whole NOC shift works in an efficient and effective manner.· Pursue any other related activities as directed by superiors.· Regular Meetings with Clients.

The Service Assurance consultant provides assurance to Customers with respect to delivery of Managed Services and the associated deliverables, ensuring delivery to the appropriate standard and quality.To achieve this, this role is responsible for execution of the following activities and associated processes:1. Service Assurance Management2. Quality Assurance3. GovernanceResponsibilities:· Service Assurance Management (as required and assigned)· Regular Meetings with Clients to ensure and Delivery obligations are being met (‘what’ we deliver)· Optimizing and Demonstrating the Value of the Services· Management, Alignment and Reporting of OLAs and SLAs· Taking and Managing feedback for improvements to our Services· Managing Issues and Actions with respect to Delivery, per Client· Service Governance (as required and assigned):· Regular Client-facing Meetings (e.g. Monthly, Quarterly)· Creation and Reporting of Governance Practices, Service Metrics· Managing and tracking of MSS Compliance to appropriate Standards and Regulations (e.g. ISO27001)· Identification of Problems affecting Delivery· Reporting to Customers and Stakeholders· Quality Assurance (as required and assigned):· Ensuring deliver Quality Services (‘how’ we have delivered)· Identifying, tracking and managing issues affecting the Quality-of-Service delivery· Communicating and Co-ordination with internal and external Stakeholders· Act as an Escalation Point for Service Delivery of MSS· Identification,· Evolving, extending and expansion of the Service Delivery and Governance capability