Service Delivery Manager

4 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Sharaf DG Full time
Service Delivery Manager (Expert) (NOC Services)

Abu Dhabi, United Arab Emirates | Posted on 01/14/2025

Role Overview: The organization is looking for a highly experienced NOC (Network Operations Center) Manager to lead its NOC team. The candidate should have extensive experience in network operations, team leadership, and strategic planning. The NOC Manager will oversee the daily operations of the NOC, ensure efficient monitoring, identification, and resolution of network and system issues, and maintain the overall performance and reliability of the IT infrastructure.

Key Responsibilities:

Leadership and Team Management:

· Lead and manage a team of L1 and L2 NOC Engineers, providing guidance, mentorship, and support to ensure optimal team performance.

· Develop and implement training programs to enhance the technical skills and knowledge of the NOC team.

· Foster a collaborative and proactive work environment, encouraging teamwork and continuous improvement.

Operational Oversight:

· Oversee the 24/7 operations of the NOC, ensuring continuous monitoring of network and system performance.

· Establish and maintain standard operating procedures (SOPs) for incident detection, response, escalation, and resolution.

· Ensure that the NOC operates within defined service level agreements (SLAs), minimizing downtime and disruptions to business operations.

Incident and Problem Management:

· Take ownership of major incidents and high-priority issues, coordinating the response and ensuring timely resolution.

· Lead post-incident reviews, identifying root causes, and implementing corrective actions to prevent recurrence.

· Collaborate with other IT teams to manage and resolve complex network and system issues.

Performance Monitoring and Reporting:

· Implement and maintain advanced monitoring tools and systems to provide real-time visibility into network and system performance.

· Analyze performance data to identify trends, potential issues, and areas for improvement.

· Generate regular reports on NOC activities, incident trends, and key performance indicators (KPIs) for senior management.

Strategic Planning and Continuous Improvement:

· Develop and execute a strategic plan for the NOC, aligning with overall business objectives and IT strategy.

· Drive continuous improvement initiatives within the NOC, focusing on enhancing operational efficiency, reducing incident response times, and optimizing network and system performance.

· Stay informed about emerging technologies and best practices in network operations and incorporate them into the NOC's operations.

Vendor and Stakeholder Management:

· Manage relationships with external vendors and service providers, ensuring that their services meet the organization's needs and SLAs.

· Act as the primary point of contact for internal stakeholders, providing updates on NOC activities and addressing any concerns or requirements.

Budget and Resource Management:

· Manage the NOC's budget, ensuring that resources are allocated efficiently and that costs are controlled.

· Oversee the procurement of tools, equipment, and software necessary for NOC operations.

Requirements

Required Qualifications:

· Experience: 10+ years of experience in network operations, with at least 5 years in a managerial or leadership role within a NOC.

· Technical Skills: Extensive knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP, etc.), and experience with network devices (routers, switches, firewalls).

· Monitoring Tools: Proficiency with advanced network monitoring and management tools (e.g., SolarWinds, Nagios, Zabbix) and incident management systems (e.g., ServiceNow).

· Leadership: Proven track record of successfully leading and managing a NOC team, with strong skills in team development and performance management.

· Certifications: Relevant certifications such as CCNP, ITIL, or equivalent are highly preferred.

Preferred Qualifications:

· Experience with cloud-based network operations and monitoring tools (e.g., AWS, Azure).

· Familiarity with ITIL processes and best practices for incident, problems, and change management.

· Knowledge of AI and automation tools and their application in network operations.

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