Manager, Network Operations Engineering

We are seeking an experienced and proficient Engineering Manager, NOC to join our team. This role demands a minimum of 8 years of experience in NOC, Production Support, or Command Center roles within a 24 x 7 operational environment. The ideal candidate will possess advanced knowledge of observability platforms and ITIL processes, along with strong analytical and troubleshooting skills.
Responsibilities

• Ownwership of NOC Team operation, hiring great talent, building teams from ground up, mentorship, growth and retention of people.
• Lead the monitoring and maintenance of system health using observability platforms such as AppDynamics, Dynatrace, Datadog, or New Relic.
• Provide expert consultation, design, and implementation of APM, Real User Monitoring, Synthetic Monitoring, Infrastructure Monitoring, and Log Management modules.
• Oversee incident, problem, change, and release management processes as per ITIL standards.
• Manage and drive major incident bridge calls and post-incident reviews (PIRs).
• Conduct root cause analysis and troubleshooting using tools like New Relic and
• Kibana.
• Develop and maintain monitoring alerts and dashboards.
• Resolve production issues across various services and stack levels.
• Ensure compliance with Service Level Objectives (SLOs) and Service Level
• Agreements (SLAs).
• Develop monitoring solutions to detect symptoms and prevent outages.
• Automate operational processes to enhance system efficiency and reduce manual
• tasks.
• Take responsibility for on-call rotations to immediately address potential issues or
• disruptions.
• Work rotational shifts (Day/Night/Weekends) as needed.

Qualifications

• 5+ years of experience in NOC/Production Support/Command Center roles.
• 3+ years of experience as an Engineering Manager - people and performance management.
• Extensive experience around establishing organisation wide processes such as Incident Management, and it’s evangelisation.
• Advanced knowledge of observability platforms (AppDynamics, Dynatrace, Datadog,
• New Relic).
• Extensive hands-on experience across multiple platforms.
• In-depth understanding of ITIL processes and best practices.
• Superior problem-solving and troubleshooting skills.
• Proficiency in log monitoring solutions (Sumologic, Splunk) is highly desirable.
• Extensive experience with cloud service providers (Azure, AWS) is preferred.

Desired Skills

• Expertise in cloud computing platforms (AWS, Azure).
• Significant experience in technical support or operations roles, ideally in a SaaS
• environment.
• Ability to create comprehensive technical documentation and knowledge bases.
• Proven experience in monitoring and maintaining large-scale systems.
• Advanced knowledge of monitoring and logging tools (Prometheus, Grafana, ELK
• Stack).
• Experience in Dev support is highly beneficial.
• Proficiency in command center technologies and software (e.g., SIEM, NMS, ITSM tools).
• Experience with crisis management and disaster recovery planning.
• Ability to work under pressure and make quick, informed decisions.
• Strong analytical skills to interpret data and trends.
• Ability to work collaboratively with cross-functional teams.
• Excellent organizational skills and attention to detail.
• Experience in developing and managing budgets.
• Familiarity with network and systems architecture.
• Knowledge of cybersecurity principles and practices.
• Availability to work flexible hours, including nights, weekends, and holidays, as needed.