Network Operations Centre (NOC) - Lead

Job Description – Network Operations Centre (NOC) - Lead

Location - Hyderabad

Job Purpose:

We are seeking a highly skilled and experienced Network Operations Center (NOC) Lead to design, implement, and manage our NOC. As the NOC Lead, you will be responsible for the strategies and operational plans to ensure the seamless operation of our platforms. You will report to the VP - Infrastructure & Cloud Operations and work closely with cross-functional teams, including product management, engineering, information technology, customer success, and security to drive innovation and efficiency in our SaaS operations.

You will have responsibility for supervising NOC operations, platforms monitoring and troubleshooting, and incident management. This role requires a technical background in SaaS/Cloud computing, excellent leadership skills, and a proven track record of successfully managing large-scale NOCs.

Job Responsibilities:

Supervise NOC Operations

• Lead and manage a team of NOC engineers responsible for operating and supporting our private and public Cloud platforms.
• Manage day-to-day activities within the NOC, including incident handling, monitoring, and escalation procedures.
• Ensure 24/7 coverage and timely response to Incidents.
• Coordinate with other teams to address critical incidents and outages.
• Organize NOC team member trainings.
• Identify additional documentation, training, and Standard Operating Procedures (SOPs) needed.

Platform monitoring and troubleshooting

• Ownership of platform performance/availability (SLAs) reporting.
• Monitor platform components and Incident Management solution.
• Application Performance Monitoring (APM) analysis.
• Work closely with DevOps Engineers to define SLOs and SLIs.
• Identify and troubleshoot anomalies, performance bottlenecks, and connectivity issues.
• Collaborate with DevOps Engineers, Software Engineers, and third-party vendors to resolve incidents.

Incident Management

• Ownership of Incident Management reporting
• Be first point of contact for Incidents.
• Follow Standard Operating Procedures (SOPs) to take corrective action to restore service.
• Escalate complex Incidents to appropriate team members.
• Collaborate with cross-functional teams to implement best practices, standards, and policies related to SaaS/Cloud infrastructure operations.

Requirements:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 10 years' experience working as a Team Lead with demonstrated success in operating mission critical software services in a SaaS/Cloud environment.

• 5+ years of firsthand experience in 24x7x365 SaaS/Cloud Operations.
• 5+ years of experience managing network operations center (NOC) operations.
• Proficient in Infrastructure as Code (IaC) such as Terraform or CloudFormation.
• Understanding of DevOps principles and practices, including CI/CD pipelines, containerization.
• Experience with observability tools (monitoring, logging) (e.g., Grafana, DataDog, NewRelic).
• Experience managing an on-call system (PagerDuty, OpsGenie)
• Strong leadership and managerial skills, with the ability to effectively lead and motivate a diverse team across different time zones.
• Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders.

Work Timings:

Monday through Friday from 2 PM to 11 PM IST to provide healthy overlap between India team and US team and supporting both to ensure adequate collaboration. This role will be working in Hybrid Mode and will require at least 2 days’ work from office at Hyderabad. Occasional evening and weekend work may be expected in case of job-related emergencies or client needs.

EEO Statement:

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Cendyn expressly prohibits any form of workplace harassment based on race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.