Responsibilities:
- Single point of contact for all the escalated issues
- 24/7 On call availability
- Managing team of support engineers and who will be responsible to assist customers over the phone or through any other medium to solve services and operation issues
- Maintain all KPI and SLA for NOC Related activities
- Ensure below Process but not restricted to only this, Adherence and SLA compliance
- Alarm Management Process
- Trouble Ticket Handling process
- Fault Management Process
- Change Management Process
- Incident Management Process
- Emergency Management Process
- Performance management reporting process
- Service provisioning process
- Preparation of Management reports on NOC Operations
- Participation of Management review meetings
- Ensuring NOC Operations Audit by Customer or any appointed 3rd Party
- Conduct and participate in the recruitment interviews for selection of personnel in NOC Team
- Coordinate with Customer and Cross Functions for NOC Operations
- Maintain compliance to all the processes related to NOC Operations
- Identify training needs and make provisioning arrangements for NOC Team
- Ensuring Smooth handover flow of all the elements in the network from the project after complete AT
- Responsible for all People management in the NOC, ensure right team is on the floor, motivate, set up best practices etc
