Manager-NOC

Gurugram

Full-Time

GreyOrange is looking for talented, mature and motivated individuals who thrive in a start-up like, fast developing organization. You will join a highly talented Client Services team to support NOC Operations for customers across Globe. Your primary responsibility will be to deliver client delight by managing and optimally utilizing a team of NOC engineers to provide level 1 support as per decided SOPs, ensuring ticketing process compliance, bona fide issue data capturing & analysis and timely escalations across all clients. 
 

Responsibilities 
  • Responsible for 24 x 7 x 365 days NOC operation by managing the dedicated team of NOC engineers and ensure Global support is planned with at most efficiency and skill.
  • Managing both incident Management and Problem Management teams effectively and ensure that the team KPI/KRA’s are achieved
  • Should support management in developing, benchmarking, deploying and validating client service strategies focused towards client retention and delight
  • Improve client service metrics by monitoring and analyzing results and getting requisite changes implemented
  • Responsible for mentoring and developing eminently competent and contented team of Incident & Problem management team of Engineers
  • To ensure that pre decided SOP's are being adhered to resolve and close level 1 issues on the first client call/communication itself
  • Ensure that tickets are being generated proficiently with all relevant details accurately captured and timely escalations are done as per the defined matrix.
  • As the custodian of client voice should support NOC Engineers in requisite internal/external escalation basis priority, severity and resolution time.
  • Responsible to send regular productivity and performance reports to all clients as per decided schedule basis AMC / Warranty
  • Should be responsible to create and monitor, reliability and stability metrics for each installation.
  • Take ownership of developing framework to predict potential/future failures based on historical issue/ticket data and ensure requisite preventive measures are taken in advance
  • Responsible to ensure that the needs of the client are being satisfied as custodian of the committed SLA's and promote this idea throughout the client service organization www.greyorange.com
  • Responsible to analyse trends and statistics or other data to determine level of client satisfaction
  • Take accountability of delivering client delight by ensuring prompt and efficient response and resolution by L2/L3 
Requirements 
  • Engineering degree with at least 8 - 10 years of experience in Client operations/ Client Service/Helpdesk management/Incident Management/Problem Management
  • Worked with Clients directly/ dynamic, self-driven one can work under minimum supervision.
  • Must know Customer Service Processes such as Field Service, Remote diagnosis, Partner management, spares management and Service contract management.
  • Proficient in NOC / Helpdesk management / Incident Management / Problem Management / Change Management, resource planning, remote diagnosis and support.
  • Proficient in English communication skills, presentation skills and Data analysis
  • Open to work during weekends and beyond regular working hours
  • Basic knowledge on OS (Linux), HW troubleshooting (Electrical/Electronic/Mechanical)
  • Past experience of working in SAP / SFDC / JIRA will be an advantage
  • Past experience of managing Global NOC / Helpdesk will be an advantage

Apply Now


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