Noc (Network Operation Centre) Lead

1 week ago

Singapore ERP21 PTE LTD Full time

**Overview of Role**:

- a team of NOC engineers in handling L1/L2 support which includes monitoring, ticketing and escalation, server patching, troubleshooting and handling service request.
- a team of Facility Administrators that supports and operates a secured network environment, and
- a team of DC (Data Centre) Operators that are deployed at customer’s Data Centre.

The DC Operator monitors operations within the data centre. He/She responds to common data centre infrastructure faults. He/She raises issues to data centre engineers and operations managers, based on incident management procedures.

**Responsibilities**
- Manage 24x7 operations and personnel.
- Optimally plan and deploy shift roster. Ensure staffing is maintained and meet operational devilerables.
- Participate in audits.
- Keep processes and procedures updated.
- Identify areas for process and efficiency improvement.
- Provides leadership and coordination on projects assigned.
- Train, mentor and develop staff to ensure successful performance.
- Train and orientate new joiners and supervision of day-to-day operations as part of BAU.
- Support initiative for automation & enhancement.
- Ensure staff follows procedures to communicate, report, and escalate incidents according to Standard Operating Procedures and escalation matrix.
- Liaise between two or more parties/teams to communicate and coordinate activities (eg. power maintainence, workstation maintainence, access, connectivity issues).
- Any other tasks as assigned by the management.
- 5-day work week. May have to stand-in shift duty (including public holidays) under unforseen circumstances.

**NOC Related**
- Manage the troubleshooting of major issues with NOC monitoring tools.
- Manage onboarding of infrastructure devices to monitoring service.
- Assign and manage the workloads of shift personnel.
- Continuously improve and develop systems to proactively monitor the infrastructure being managed. Generate key reports for management including but not limited to; system availability, service level agreements, ticket resolution and customer issues.

**Facilities Admin Related**
- Ensure communication to customers are accurate. Ensure secured network facilities are available and ready for customer’s use

**DC Operator Related**
- Develop an understanding of cross-functional processes to support partnerships with internal and external stakeholders.
- Comply with security and data management procedures and policies.
- Maintain a strong client focus to understand the impact of their work when completing tickets and assigned tasks. Complete assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) while meeting established Service Level Agreements (SLAs).

**Requirements**:

- Diploma and above. Appropriate qualification in computing and networking related disciplines preferred.
- Able to work independently with mínimal supervision.
- Effective communication and interpersonal skills
- Attention to details, excellent team player and able to multi-task in a fast-paced work environment.
- Strong network troubleshooting, process workflow and communication skills are a requirement.
- Knowledge in data centre facility operations is an advantage.
- At least 2 years of supervisory experiences in a 24x7 shift environment is an advantage.
- Certification in ITIL 4 is an advantage.

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