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Job details:
NOC Lead / SME (Subject Matter Expert)
Duties & Responsibilities
- Lead day-to-day NOC operations and serve as the primary escalation point for critical incidents and service outages.
- Provide advanced Level 2/Level 3 support for Network Monitoring System (NMS) alerts, incidents, and tickets.
- Monitor network performance and ensure timely resolution of incidents in accordance with SLA commitments.
- Act as the Subject Matter Expert (SME) for NOC processes, tools, monitoring platforms, and operational best practices.
- Analyze, troubleshoot, and resolve complex hardware, software, server, network, and LAN/WAN connectivity issues.
- Manage major incident bridges and coordinate communications with internal teams, vendors, and stakeholders during outages.
- Ensure proper ticket management, including prioritization, escalation, tracking, and closure.
- Perform root cause analysis (RCA) and recommend preventive measures to minimize recurring incidents.
- Mentor, coach, and provide technical guidance to NOC engineers and support teams.
- Review operational metrics, identify trends, and drive continuous service improvements.
- Develop and maintain knowledge base articles, SOPs, and operational documentation.
- Collaborate with cross-functional teams to ensure service availability, performance, and customer satisfaction.
- Participate in change management, maintenance activities, and project implementations.
- Support 24x7 operations and provide leadership during high-priority incidents.
Qualifications
- 4+ years of experience in NOC, Network Operations, Technical Support, or IT Infrastructure Operations.
- Proven experience leading teams or serving as a technical SME in a support environment.
- Strong understanding of NOC operations, incident management, problem management, and escalation processes.
- Hands-on experience with network monitoring and ticketing tools.
- Strong knowledge of Windows and Linux/Unix operating systems.
- Experience troubleshooting network technologies, including TCP/IP, DNS, DHCP, VPN, LAN, WAN, routing, and switching.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong communication and stakeholder management abilities.
- Experience managing critical incidents and driving resolution within SLA requirements.
- Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
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