Intl - India - SR NOC

Perform IT implementations, performance analysis and optimization, monitoring, problem resolution, upgrade planning and execution, and process creation and documentation.

Manage and mentor a NOC support team in daily operations by effectively communicating expectations and goals and driving accountability; planning, monitoring, and appraising results.

Create reports for Sephora management and customers. Create advisory process and technical tasks based on report findings.

Perform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.

Develop policies and procedures to enhance workflow efficiencies and ensure SLA compliance.

Measure and monitor the effectiveness of systems, processes, and policies to ensure consistent value delivery and recommend changes to improve NOC performance.

Ensure a positive customer experience is at the forefront of all decisions and recognize ways to improve that experience.

Generate and process trouble tickets for technical support and drive to resolution.

Manage ticket escalations and coordinate support from different organizations.

Identify alarms, perform diagnostics, troubleshooting, and dispatch, as required, to the appropriate Carriers or field service technician.

Respond to internal and external customer escalations.

Perform duties in a high pressure, face-paced environment.

Host / attend internal and external performance review calls as requested.

Scheduling of personnel to provide optimal coverage

Provide leadership and direction with peers and subordinates

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com.

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Must have Great verbal and written communication skills

Bachelors Degree in Telecommunications, Engineering, a related field or the equivalent in training and experience.

Experience leading outage triage

Experience with Automation (Ansible / Python / Teraform)

Experience with monitoring tools and Splunk

Experience with Azure

Experience with following technologies : Firewall (PAN / Fortinet), LB (F5 / ALB / NLB).

Experience Working with ISPs on troubleshooting, escalating,

Experience with Aruba wireless and Clearpass a big plus

Five years of work experience with communications networks or the equivalent in training and experience.

Three years management experience with proven leadership abilities.

Customer solutions oriented, with exceptional verbal and written skills.

Operations focused with customer support background.

Flexibility in work schedule as this position will require occasional escalation to the management team during after hours network events.