Network operation Lead

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia HCLTech Full time

JD for Lead of Command Center

Head of Command Center is responsible to lead the teams responsible to oversee the monitoring and operations of IT systems (Infrastructure and/or Applications) to ensure the availability, performance, and security of systems and services. Lead a team of service desk & monitoring analysts and technicians, coordinating their activities to detect, analyse, and resolve incidents in a timely manner. Additionally, person will be responsible for implementing and improving monitoring tools, processes, and procedures to enhance operational efficiency and reliability.

Key Responsibilities:

Monitoring & Service Desk Operations –

  1. Oversee the 24/7 monitoring of IT infrastructure, including networks, servers, applications, and services, using monitoring tools and systems.
  2. Heading a team of monitoring analysts and technicians, providing guidance, support, and mentorship to ensure efficient and effective performance.
  3. Incident Detection and Response – Lead the detection, analysis, and resolution of incidents and alerts, ensuring swift and effective response by respective resolver teams to minimize impact on business operations.

Major Incident Management – Major Incident Management function, within Global Production Management provides a follow the sun support model to manage, co-ordinate, service restore and communicate major incidents (P1 & P2). Responsibilities include:

  1. Ensuring MIM team works effectively during recoveries, helping restore service as priority and leading recoveries end-to-end during weekends or during the week as & when required.
  2. Team is answering the Major Incident Hotline where incidents are reported by technology teams across the organization.
  3. Resource engagement, updating Major Incident Portal (or any other repository that may be available) that includes chronology, lifecycle timings, adding work streams, drafting executive summaries.
  4. Escalation Management – Implement and enforce escalation procedures to ensure timely resolution of incidents and effective communication with stakeholders.

IT Problem and Change Management – Oversee the teams involved in implementation and execution of ITIL Problem and Change Management processes. This is to ensure minimization of business impact due to high severity and/or recurring incidents and implementation of unauthorized / inappropriate changes in IT Environment.

Tool Implementation and Optimization – Evaluate, implement, and optimize monitoring tools and systems to enhance visibility, alerting, and reporting capabilities.

Continuous Service/Process Improvement – Continuously review and improve Command Center & Service Management processes and procedures to increase efficiency, accuracy, and reliability.

Performance Analysis – Analyze monitoring & operations data and metrics to identify trends, patterns, and areas for improvement, and implement corrective actions as needed.

Documentation – Maintain accurate documentation of SOPs i.e. monitoring systems, operational processes, procedures, and configurations for reference and compliance purposes.

Training and Development – Provide training and development opportunities to CC operations team members to enhance their skills and capabilities.

Collaboration – Collaborate with cross-functional teams, including IT operations, security and engineering, to ensure alignment of operational activities with business objectives and requirements.

Quality Assurance – Conduct regular quality assurance reviews of CC Operations and outputs to ensure adherence to standards and best practices.

Qualifications –

Bachelor's degree, with minimum 12+ years of relevant experience in IT Service & Operations Management.

Proven experience in monitoring and operations roles, preferably in a Command Center or NOC environment.

Excellent leadership, communication, and interpersonal skills.

Ability to remain calm under pressure and make sound decisions in high-stress situations.

Experience with Incident, Problem and Change Management processes and procedures.

ITIL or relevant certifications are a plus.


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