Team Lead - Network Operations Center

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<strong>JOB DESCRIPTION Team Lead (Managed Support Services)<br><br></strong>Team lead (Managed Support Services) would be responsible for delivery of managed support services for public cloud platforms.<br><br>Multiverse is a leading provider of managed support services from its shared NOC for public cloud platforms through a centralized team of support engineers which provide support to all services areas such as managed services, SOC, NOC, installation /configuration and break-fix services etc.<br><br>on 24x7x365 basis to its esteemed customers based in India and abroad.<br><br>Multiverse has an extensive team of frontline support engineers and SMEs across multiple technology areas and public cloud platforms.<br><br><strong>Job Responsibilities<br><br></strong><ul><li> Monitor the service desk tickets ensuring that the operations adhere to specified SLAs</li><li> Act as escalation/emergency support contact as needed, for critical client and business-impacting incidents</li><li> Ensure timely escalation of all issues to management with regular updates</li><li> Work with general direction from the customers, stakeholders, or management to ensure that all operational tasks/incidents/requests are resolved/completed in a timely manner within the agreed SLA</li><li> Plan shifts/schedule in an efficient manner and ensuring that the shift handover processes are adhered to</li><li> Proactively identify, contribute, implement and automate routine tasks for effort optimization and streamlining delivery</li><li> Guide the team and co-ordinate OEM for technical interaction for escalated incidents</li><li> Continuously add and mature SOPs and work with team to ensure adoption and strict adherence to SOPs</li><li> Provide mentorship and guidance to the team, work on capacity and skill building of the team members as per the changing business requirements</li><li> Contribute and participate in various service delivery reviews with the customers and be responsible for technical deliverables from the reviews</li><li> Ensure Customer reporting is as per customers requirement.</li><li> Monitor and manage overall service and team performance and ensure compliance with processes and procedures.</li><li> Provide effort and cost estimates to customers<br><br></li></ul><strong>Desired Skills And Experience<br><br></strong><ul><li> Experience in managing a team in a managed support services delivery environment</li><li> Experience in running managed services operation is required, managing NOC operations is desirable</li><li> Technical hands-on installation, configuration and troubleshooting experience on various compute, storage, networking, security and cloud platform technologies</li><li> Good organizational and team management skills.</li><li> Good communication skills both verbal and written coupled with ability to collaborate with internal stakeholders and external clients.<br><br></li></ul><strong>Qualification Criteria<br><br></strong><ul><li> Bachelor s degree in computer science, Electronics, Telecommunications or equivalent.</li><li> Minimum 8 years of experience working on managed support services.</li><li> Additionally, managing NOC services experience would be desirable<br><br></li></ul>- - - - - - -<br><br>(ref:hirist.tech)

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