NOC Team Lead

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

Position Summary:

NOC - Team Lead

Job Description:

The primary role of the Network Operations Center (NOC) O365 Lead is to provide guidance and supervision to the NOC Engineers. The Lead will directly hold accountability of the quality delivered and the people managed within that group.

Additionally, he / she is expected to liaison with the other NOC Leads globally to ensure the standards are maintained across shifts and best practices are shared. The role demands good knowledge of ITIL and hands on experience with some of the basic tools on monitoring, incident / change management, and OS or other tools used to be able to pull more work into the command center from the specialists. The NOC Lead should be an expert on the processes and lead by example to the team members around efficiency and automation.

Key Responsibilities:

•Collaborate with the resources of Network Operations Center Office 365 (“NOC”) to ensure compliance of Operational policies, standards and procedures.

•Work closely with NOC O365 Engineers to help optimize and build new procedures to improve response time and reliability of supported services.

•Create and publish daily, weekly and monthly reports to highlight performance of the team and clearly marking the efficiencies achieved over a period of time.

•Work cross-functionally to ensure that all trouble tickets are promptly and effectively resolved.

•Create, document and follow processes across shifts towards a smooth functioning of the command center.

•Ensure timely response and updates from the NOC on service-affecting repairs, collaborating as required cross functionally.

•Identify and support for the training objectives for NOC related to tools, equipment and safety compliance.

•Support and assist with certification and training initiatives for continued education of the NOC technicians.

•Responsible for hiring, coaching, goal setting, performance reviews, termination, rewards, training, development and scheduling.

•Work with a variety of IT and business groups to analyze, trouble shoot, and develop technical requirements while maintaining excellent business relationships

Education and/or Experience:

• Bachelor's Degree and at least 4 years work experience in O365

Required Competencies:

• Must have worked in a global environment handling 24*7*365 operations

• Business Analysis experience, with a keen sense for core business functions

• In-depth working knowledge of server, network, and storage technologies

• Previous experience with administrating and support of Office 365 policies and groups.

•Extensive knowledge configuring inbound/outbound Mail flow topologies and SMTP relay

•Sound knowledge of Microsoft 365 licensing plans.

•Troubleshoot and resolve issues with user access to Microsoft 365 services.

•Strong understanding of Microsoft 365 service structure and core features.

•In-depth Experience with SMTP Relaying mechanism and protocol

•Experience with Proofpoint a Plus

•O365 Certification a plus

•Sound knowledge of Microsoft Exchange Online, SharePoint Online, Teams, OneDrive for Business, Intune, and related Office 365 Admin Centers.

• Ability to understand new technologies quickly

• Ability to lead a team by giving direction, handling escalations and any conflict that may arise

• Ability to interface with management team by keeping them informed on a daily/weekly basis

• Excellent oral and written communication skills

• Must maintain the highest level of integrity, courtesy, and respect while interacting with internal and external stakeholders

• Must possess the ability to handle multiple projects concurrently and function in a fast-paced, demanding, high growth environment, and be customer-service oriented

• Must possess knowledge of ITIL processes and have experience leading or at least using ITIL processes within an organization and NOC

•Provide technical support to L2 and above issues also able to handle escalated issue

•Experience analyzing, troubleshooting, and providing solutions for technical issues

•Be a key contributor on the Production Support

Location:

· Gurugram

Additional Information

NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.

You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other ​applicable ​data protection legislation​.