noc lead in Bengaluru
Construction & Property
?Prioritize the incidents/Requests follow Queue Management Policies
Be the first point of escalation for all NOC/Support desk related issues
Ability to take the lead in dealing with high priority case or escalation and manage client facing calls.
Mentoring team member as required
Ensuring tickets are up to date at all times on incident/request
Ensuring all Proactive alerts are getting actioned as per the process
Educating individual/team on alerts which are addressed wrongly
Escalation of critical issues/outages to Support Desk as per procedures
Daily review and action on open cases
Ensure comprehensive handovers to team at the end of shift on any new change in process
Attend Daily Operations and other Meetings
Make sure all emails addressed to team DL/Mailbox are responded within 10Mins
Responsible for ROTA/Roster Planning & Management of Team to ensure full staff coverage as per Business needs
Act as First point of Contact for team members for technical & Non-technical issues
Escalate to Manager as needed, keep manager informed of updates on critical issues
Ability to create/modify new or existing process as per the requirement and ensuring all team members are effectively following the same.
People management essentials.
?CenturyLink, Inc. is an American worldwide communications company headquartered in Monroe, Louisiana. It provides communications and data services to residential, business, governmental and wholesale customers in 37 states. A member of the S&P 500 index, the company operates as a local exchange carrier and Internet service provider in U.S. markets and is the third-largest telecommunications company in the United States in terms of lines served, behind AT&T and Verizon. It also provides long distance service.
?� Hands on experience of Microsoft Server platforms.
� knowledge of NOC process, ticketing tools
� Understanding of Active Directory, Group Policies, DNS (Internal & External), DHCP
� Complete understanding of Infrastructure Monitoring alert mechanism
� Knowledge on VMware, Database, Unix/Linux, Basic Networking, Storage and Server Hardware.
� Excellent phone and written communication skills, ability to articulate both technical & Non-technical problems
� Good understanding of ITIL process knowledge is required
� Work as an effective team member to solve complex problems
� Ability to handle multiple tasks and responsibilities
� Ability to follow through and bring closure to open incidents/Requests
� Ability to document information about tickets
� Willing to work in shifts across flexible timings
� Ability to address and resolve conflicts/issues raised by team members