Noc Manager

3 days ago

Kuala Lumpur, Malaysia Tentacle Technologies MSC Sdn. Bhd Full time

Summary
- This position provides overall direction and leadership to the operational activities of the Managed Service NOC (Network Operations Center). Primary responsibilities include managing the 24 x 7 NOC; coordination of change management activities; incident resolution; command and coordination during major service interruptions; ensuring notifications and updates; support to engineers; on-going monitoring and logging consolidation; and completing detailed reviews for major network outages.

**Job Description**:

- Handle escalations and manage support from different levels.
- Ensure adherence of operational metrics.
- Hire, develop, and retain highly responsive and customer focused engineers to ensure the effective operation of the department
- Manage tools, systems, and procedures to ensure dynamic management of issues and customer management.
- Ensures all members of assigned technical teams are effective and fully utilized to provide high resource utilization.
- Evaluates technical skills of the team and ensures there is an appropriate level of expertise.
- Provide procedural training to staff.
- Manage a team of 2-6 technical staff members
- Hands on technical support work related to the overall health and maintenance of customer environments.
- Perform tier-2 and 3 escalation support and act as the point of contact in the NOC for all inquiries from other departments.
- Manage all related partner operational expectations.
- Ensure continual process improvement within the NOC including but not limited to automation of NOC tasks and reporting, implementation of enterprise-wide monitoring initiatives, and routine administration tasks.
- Identify areas for process and efficiency improvement within the NOC; recommend prioritized enhancements and oversee implementation
- Ensure that reports are accurate and delivered on time.

Qualifications Requirements:

- Bachelor’s degree in a related field or equivalent work experience.
- 6+ years of IT experience, including at least 2-3 years of experience supervising staff
- Working understanding of Microsoft Server and virtualization technologies
- Server OS knowledge - Windows (2008 & 2012) and Linux (RHEL)
- Desktop OS knowledge - Windows and Mac OS X
- Working knowledge of public clouds
- AWS and Azure
- Experience with monitoring and patch management systems, like Microsoft System Center, SolarWinds
- Some knowledge of backup systems such as EMC Networker, Data Domain, etc.
- Familiarity with firewalls, switches, and networking concepts
- Must have demonstrated project management skills, with the ability to manage multiple priorities
- Ability to interact with and effectively present information to employees, management, and customer
- Must be willing to work rotating shifts with overtime required
- Proven experience with all aspects of incident management lifecycle (logging, categorization, resolution, monitor, escalation, closure, SOP / documentation update)
- Demonstrated ability to document processes
- Prior experience in working in a 24x7x365 Network Operations Center

**Salary**: RM3,000.00 - RM10,000.00 per month

**Benefits**:

- Professional development

Schedule:

- Early shift

Supplemental pay types:

- Commission pay

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

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