NOC Team Lead for Managed Services

hace 4 semanas


Santa Ana, Costa Rica NearLinx A tiempo completo
Job Title: NOC Team Lead for Managed Services

At NearLinx, we are seeking an experienced NOC Team Lead to join our Managed Services team. As a key member of our team, you will be responsible for leading and managing our Tier 1 NOC team, ensuring 24/7/365 monitoring, incident response, and resolution according to Service Level Agreements (SLAs).

Key Responsibilities:
  • Lead and manage the Tier 1 NOC team, ensuring 24/7/365 monitoring, incident response, and resolution according to SLAs.
  • Oversee the Help Desk operations for Office 365 support, providing guidance and troubleshooting to resolve issues efficiently.
  • Develop and maintain operational procedures and documentation for the NOC and Help Desk activities.
  • Monitor performance metrics, including response times, ticket resolution, and customer satisfaction, implementing strategies for improvement.
  • Coordinate with vendors and internal stakeholders to optimize tool utilization, ensuring tools are leveraged effectively for monitoring and incident management.
  • Conduct regular training sessions for staff on new technologies, best practices, and customer service excellence.
  • Manage staffing levels, including hiring, training, and NOC and Help Desk personnel performance evaluation.
  • Drive efforts to restore normal service operations promptly while meeting SLAs.
  • Maintain a deep understanding of customers' services and solutions.
  • Maintain clear, concise, and professional communication efficiency.
  • Ensure compliance with Service Operations processes and associated metrics.
  • Generate necessary statistics and management reports.
  • Manage work allocation and workload balance effectively.
Qualifications:
  • Proven experience managing NOC and Help Desk teams, preferably in a managed services environment.
  • Strong technical background with expertise in network operations, Office 365, and ITIL best practices.
  • Ability to analyze performance metrics and implement strategies for service improvement.
  • Experience in fault diagnosis/troubleshooting and fulfilling requests.
  • Excellent knowledge of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT, Autotask, etc.) (desirable).
  • BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (desirable).
  • ITIL Foundation (desirable).
  • Microsoft 365 Certified: Fundamentals (preferred).
  • Microsoft 365 Certified: Modern Desktop Administrator Associate or Microsoft 365 Certified: Teams Support Engineer Associate (desirable).
  • CCENT knowledge, Network+ or equivalent (complete or in progress) (desirable).
  • CCNA certification (desirable).


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