NOC & Incident Management Lead

1. Requisition Details

Type Full-time

Business Function Global Information Technology

Role Level Lead / Manager

Department IT Operations / Network Operations

Work Arrangement 24x7 rotational / business requirement

2. Business Justification

This position is required to strengthen 24x7 monitoring, major incident coordination, service restoration and recurring-issue prevention for infrastructure supporting BPO client operations. The role will provide a single operational lead for high-impact network and connectivity incidents, improve stakeholder communication, and drive disciplined Incident and Problem Management using ServiceNow and SolarWinds.

3. Position Summary

The NOC & Incident Management Lead will oversee Network Operations Centre activities and coordinate resolution of infrastructure and connectivity incidents affecting business operations and client services. The role requires practical knowledge of LAN, WAN, firewalls, endpoint connectivity and monitoring, together with strong experience in Incident Management, Problem Management, ServiceNow ticketing and cross-functional coordination.

4. Key Responsibilities

NOC Operations and Monitoring

• Lead day-to-day NOC operations supporting a 24x7 BPO environment.
• Monitor network and infrastructure availability through SolarWinds and other approved monitoring tools.
• Ensure alerts are validated, prioritised, assigned and tracked to closure.
• Maintain effective shift handovers, escalation discipline and operational reporting.
• Identify service degradation early and coordinate preventive action before business impact increases.

Incident and Major Incident Management

• Own and coordinate Priority 1 and Priority 2 incidents from identification through service restoration.
• Open and lead incident bridges, assign actions and engage the required technical, vendor, business and client teams.
• Assess business impact, establish priority and provide clear, timely stakeholder updates.
• Maintain incident timelines, decisions, ownership and recovery actions in ServiceNow.
• Conduct post-incident reviews for significant outages and ensure follow-up actions are completed.

Problem Management

• Identify recurring or high-impact infrastructure, network and connectivity issues.
• Initiate and manage Problem records, Root Cause Analysis and corrective action plans.
• Track permanent fixes, known errors and workarounds through completion.
• Analyse incident trends and recommend monitoring, process and automation improvements.

Network and Client Connectivity Support

• Perform initial diagnosis of LAN, WAN, firewall, VPN, internet, DNS, DHCP, latency, packet loss and endpoint connectivity issues.
• Isolate the likely failure domain and engage the correct infrastructure, network, telecom, security, application, endpoint, vendor or client team.
• Coordinate troubleshooting for BPO client connectivity across delivery centres, cloud environments, client networks and service providers.
• Communicate technical findings in clear business language, including user, site and client impact.

Team and Process Leadership

• Guide NOC engineers and support teams during incidents and daily operations.
• Maintain runbooks, troubleshooting guides, escalation matrices and major incident procedures.
• Coach team members on structured troubleshooting, ticket quality and stakeholder communication.
• Support service reviews with incident trends, corrective actions and operational performance data.

5. Candidate Requirements

Experience 8 to 10 years of experience in IT infrastructure, NOC, network operations, service operations or a related support function.

Operational Environment Demonstrated experience supporting 24x7 operations, preferably within BPO, contact centre or another high-availability production environment.

Incident Management Strong experience managing high-priority incidents, major incident bridges, escalations, stakeholder updates and service restoration.

Problem Management Experience in recurring incident analysis, Root Cause Analysis, known errors and corrective action tracking.

Networking Good working knowledge of LAN, WAN, TCP/IP, DNS, DHCP, routing and switching fundamentals, internet circuits, VPNs and firewalls.

Endpoint Support Practical experience troubleshooting endpoint network access, Wi-Fi, VPN and related connectivity issues.

Tools Strong hands-on experience with ServiceNow Incident and Problem Management and SolarWinds network monitoring.

Communication Ability to communicate technical issues, business impact, recovery status and risks clearly to technical and non-technical stakeholders.

Education Bachelors degree or diploma in Information Technology, Computer Science, Engineering or a related field. Relevant equivalent experience may be considered.

Preferred Certification IT service management, networking or infrastructure operations certification is desirable but not mandatory.

6. Core Competencies

Structured troubleshooting and analytical thinking Calm and decisive incident leadership

Strong ownership and follow-through Cross-functional and vendor coordination

Clear client and stakeholder communication Prioritisation in a 24x7 environment

Accurate documentation and reporting Continuous improvement mindset

7. Indicative Success Measures

• Service availability and monitoring effectiveness
• Incident acknowledgement and service restoration performance
• Major incident process compliance and communication quality
• Reduction in repeat incidents and timely Root Cause Analysis completion
• Closure of corrective and preventive actions
• ServiceNow ticket quality, ownership and ageing
• Monitoring alert quality and reduction of avoidable business-impacting incidents