**Role Summary**
As the Manager - Network Operations Center (NOC), you will support the development for Network Operations Center services; works with other Managed Services Leads to develop and manage a holistic strategy for delivering service quality and continuous service improvement.
You will be responsible for optimizing the services delivered through NOC while increasing the efficiency and productivity of the NOC staff.
You will be handling critical or complex business operational projects and will coach, mentor, motivate and supervise respective team members, influence them to take positive action and accountability for their assigned work.
- Work closely with Managed Services leadership to identify, implement, and support cost-effective, leading solutions for the network operations center (NOC).
- Ensure that reliable and consistent service is delivered to a broad range of customers, partners, and key stakeholders from administrative and academic units by effectively leading day-to-day operations of the NOC.
- Define standard processes to deliver consistent customer service, assist/respond to colocation customer requests, prevent and troubleshoot service disruptions, document delays and outages, identify risks and mitigation strategies, manage monitoring tools.
- Set technology strategy for NOC resource allocation, scheduled maintenance and monitoring, issue identification and escalation, high-severity-outage response, and complex infrastructure issues; conducts need assessments, performance reviews, capacity planning, and cost/benefit analyses as necessary to inform strategy.
- Serve as a technical advisor to the NOC for service disruptions, troubleshooting of alerts and issues, reporting of daily operations, and management of infrastructure equipment.
- Perform other related duties as assigned or requested.
- Identify customer requirements, design related services/solutions.
- Proactively Identify potential service deliverable issues, devise contingency plans.
- Prepare cost structures and pricing models for service.
- Review existing business services, identify improvements and advice customer.
- Build strong relationships with new clients, while maintaining existing client relationships.
- Identify training requirements of the team members, develop training plans and support in execution.
- Conduct knowledge sharing sessions.
- Provide other functions with support beyond scope of responsibilities in order to achieve common organizational goals.
- Undertake any other tasks requested by the Line Manager.
**Person Specification**
- Bachelor's Degree in Computing, IT, Software Engineering or related field.
- Masters (MSc) or a MBA would be an added advantage.
- Strong technical experience in Unix/Linux, Windows, VMware.
- Hands on experience in Database Management, Network Infrastructure and IT Security.
- Experience in Information Security/IT service Management.
- Strong organization and management skills.
- Demonstrate strong interpersonal skills with the ability to engage effectively with various levels of management, staff, and clients.
- 10+ years' relevant work experience in IT Infrastructure Management and Managed Services.
- Experience in leading complex IT infrastructure Management projects/Services delivered 24
- 7.
- Experience in ITIL/ISMS implementation, auditing and related certification.