NOC Manager

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.

• 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