NOC (Network Operation Centre) Lead

Found in: Whatjobs SG C2 - 2 weeks ago

Singapur, Singapore Erp21 Pte Ltd Full time

Overview of Role

The candidate is required to manage and lead:

  • 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 minimal 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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