Description:
Head of Network Operations Centre
Location: Century City, Cape Town
Our client is proud to offer industry leading Customer Service, Risk/Fraud and Tech Development services to our international client base. Their expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. They hire experienced top talent people which enables them to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.
Purpose of the Role
We are looking for a Head of NOC. The role involves hiring, managing, and training a team of NOC
operators working closely with Incident Managers and SRE and assisting Head of IT to help maintain
and support operations 24/7.
Key areas of responsibilities include
Hire, develop, and retain highly responsive focused engineers to ensure the effective operation of the department. Evaluate technical skills of the team to ensure the is an appropriate level of expertise. Take responsibility for the day-to-day operation of the team, providing overall guidance and supervision. Develop and own the processes and procedures used by the team, based on best practice for the business and industry. Ensure that up-to-date technical documentation exists for process, procedures, troubleshooting and run books for the team. Implement and improve processes for monitoring/alerting, systems maintenance, and escalation. Develop key dashboards for transparency of reporting uptime and other metrics as identified. Handle escalations and manage support from different levels. Ensure NOC team have the right tools and access required to troubleshoot and resolve incidents. Working closely with SRE to build the tooling where required. Work with other teams to ensure that the tooling and processes around monitoring are fit for purpose. Managing Operators rosters ensuring we have 24/7 coverage. Help with the standardization and automation of monitoring across multiple environments. Conduct team reviews and be responsible for personal and career development of team members.
The ideal candidate for this role
Prior experience in working in a 24/7/365 Network Operations Centre Experience of monitoring tools. DataDog runs all our monitoring. Skills working with bo...