NOC Operations Manager · Jodhpur

InCommon is seeking an experienced NOC Operations Manager with a background in Managed Services Provider (MSP) environments to lead the Managed Services engineering team remotely across India. The role focuses on driving operational excellence, upholding high-quality service delivery, and fostering customer satisfaction across diverse client infrastructures.

Key Responsibilities

• Lead, mentor, and build accountability within a high-performing team of Managed Services engineers.
• Manage end-to-end 24/7 Network Operations Center (NOC) shifts, scheduling, and resource allocation.
• Oversee daily delivery of managed services to guarantee adherence to contractual commitments and SLA targets.
• Champion ITIL-based frameworks across incident, problem, and change management workflows.
• Act as the primary escalation point for major incidents, ensuring rapid remediation and root-cause analysis.
• Track, analyze, and report on key operational metrics, system availability, and team performance indicators.
• Implement proactive network and infrastructure monitoring protocols to identify and resolve vulnerabilities early.
• Develop standard operating procedures (SOPs), playbooks, and knowledge-base articles to standardize operations.
• Collaborate closely with client stakeholders to understand requirements and maintain superior customer satisfaction.
• Conduct regular performance reviews, skills assessments, and coaching sessions for technical staff.
• Continuously evaluate operational tools, automation opportunities, and workflows to boost service efficiency.