NOC Lead

Role: NOC Lead

Client: Fisher Investments

Location: Camas WA (3 days Onsite is Must)

Duration: 6Months C2H

Details of the role:

SHOULD HAVE WORKED WITH US CUSTOMERS and supported offshore teams.

Key responsibilities:

• Responsible for direct supervision of NOC team members for monitoring environments 24/7.
• Primary responsibility is to ensure that all incidents (alarms and requests) are processed using the established event management workflow.
• Ensure that incidents are escalated in a timely fashion depending on severity
• Utilize proficiency in internal tools to monitor, analyze incidents, requests.
• Ensure adherence and compliance to defined processes and agreed upon SLAs
• SLA management
  • Ensure all tickets are appropriately tagged with correct severity by L1 staff
  • Monitor Ticketing Queues to ensure that tickets are picked up within 15 minutes
• Ensure that the per-shift priorities of the staff members align with the severities of outstanding incidents
• Emergency (sev-1) incident management
  • Orchestrate the response to every sev-1 incident during their shift
• Partner with necessary Innova colleagues to ensure that the staff members have appropriate knowledge and tools to handle process changes and additions
  • Ops Supervisors will ensure that the appropriate shift work tickets are setup and handled in a timely fashion, depending on severity, for each process.
• Be the primary point of escalation for all incidents on each shift.
• Ensure all critical and unknown alerts are acknowledged each shift
• Ensure shift handoff to incoming Ops supervisor is done correctly
• Participates in weekly meetings with Ops Meeting conducted by Ops Manager
• Participates in weekly meetings with Common Monitoring team
• Manage scheduling of shift coverage and operational work streams to optimize service delivery.
• Responsible for ensuring efficient resolution of incidents through people, process and technology.
• Provide timely, accurate, and effective communication on service impacting events.
• Address technical and non-technical escalations.
• Work with vendors on issue resolution and communications.
• Report on key metrics of availability, incident resolution and service delivery performance.
• Manage and document Standards, Policies, and Processes for the NOC.
• Perform regular process improvement reviews to ensure ongoing optimization

Required Skills:

• Bachelor s Degree in related field or equivalent experience.
• 7-9 years of Ops. Supervising experience like Shift Manager/Incident Manager etc.
• Must have hands on experience supporting clients who have an AWS or Azure environment and Network end points
• Knowledge of monitoring tools like Solar Winds, Cacti, Azure Monitor, SCOM, Cisco UCS, Control Up, Citrix Director, Tripwire, Log Rhythm, Dynatrace and Splunk.
• Good knowledge on using Service Now for ticketing and Incident Management.
• Communication should be excellent, as they will have continuous client interaction.
• Willing to work night shifts.
• Certifications: ITIL V4 Service Operations Certified preferred, CCNA