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.