Management Level

Job Title: NOC Manager

Role Summary

The role is responsible for planning, organizing, and managing staff and overall operations to ensure stability of the organization’s infrastructure. In addition, you will advocate an observability-first mind-set and contribute towards the development of standard, best practices and methodologies for monitoring, logging, and tracing.

Core Duties/Responsibilities

• Assist with the development the NOC plan and operational budget in line with the business plan of Equiniti.
• Define the goals for the team and cascade them to the team ensuring vertical and horizontal alignment. Establish and monitor key service indicators with a view to achieving user satisfaction
• Ensure security and risk management directives are properly understood by the NOC team; ensure adherence to the same
• Lead the NOC team to perform network troubleshooting and remediation, router and domain name management, coordination with affiliated networks, and monitoring network activity
• Oversee the escalation process for end-users and system-wide issues; ensure escalation to the concerned team (internal / external) for the resolution to ensure customer issues are resolved within the agreed-upon SLA
• Develop and ensure implementation of NOC management policies, standards, and procedures. Ensure training, incident reporting and resolution are undertaken
• Drive innovative solutions to ensure operational excellence and ensure continual process improvement is realized
• Ensure high-performance levels for service-related processes, and implement improvement as required
• Infuse a sense of ownership & pride amongst team members to deliver high-quality work outputs
• Institute a self-directed and high-performance culture in the team
• Build a strong talent pipeline through hiring, internal movements, succession planning, talent reviews, etc.
• Enable a culture of continuous improvement and learning, by coaching team members and role-modelling self-development

Skills, Capabilities and Attributes

• Bachelor’s degree in computer science, Information Technology, or related field (Master's degree preferred).
• Extensive experience in Observability, including network operations.
• Proven operational experience with a focus on quickly identifying and resolving issues to restore service promptly.
• Proven experience
• AWS Certified Solution Architect or AWS Certified DevOps Engineering certification is strongly preferred.
• Azure Administrator Associate or Azure Solutions Architect Expert certification is strongly preferred.
• Functional Skills: Network operations management, IT operations, Cloud / Server operations management, Service management
• Behavioural Skills: Team & Performance Management Collaboration, Continuous Learning, Stakeholder communication

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.