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.