SeniorAdministrator - Monitoring Tools, Event Monitoring

Job Summary

We are seeking an experienced Network Command Center Lead with approximately 6 years of experience in network operations, monitoring, and infrastructure support, including experience leading operational teams in a 24x7 environment. The role will be responsible for overseeing day-to-day Network Command Center operations, ensuring proactive monitoring of network and infrastructure services, timely incident detection and escalation, SLA adherence, and effective coordination with Network, Infrastructure, Service Desk, and other resolver teams. The ideal candidate should have strong knowledge of LAN/WAN, TCP/IP, routing and switching, DNS, DHCP, VPN, firewalls, network monitoring, ITIL processes, and ITSM tools such as ServiceNow. The candidate should also possess strong leadership, troubleshooting, communication, and stakeholder-management skills, with the ability to manage major incidents and drive continuous operational improvements.

Key Responsibilities

Lead day-to-day Network Command Center operations, ensuring continuous monitoring and availability of network and infrastructure services. Manage and guide NCC/NOC engineers in 24x7 operations, including shift coordination, workload management, handovers, and operational discipline. Monitor alerts and events generated by network and infrastructure monitoring tools and ensure appropriate validation, ticket creation, prioritization, escalation, and follow-up. Coordinate the resolution of critical and high-priority incidents, engaging Network, Server, Cloud, Security, Application, and other resolver teams as required. Track operational performance against defined SLAs and KPIs, including incident response, resolution, alert handling, backlog, and service availability. Act as an escalation point for complex network incidents and ensure timely communication to relevant technical and business stakeholders. Support Major Incident Management, including technical coordination, stakeholder updates, incident timelines, and post-incident follow-up. Perform trend analysis on network alerts, recurring incidents, outages, and performance issues and work with technical teams on corrective and preventive actions. Ensure compliance with ITIL processes, operational procedures, escalation matrices, SOPs, and shift-handover standards. Develop and maintain runbooks, SOPs, troubleshooting guides, knowledge articles, escalation procedures, and operational documentation. Work closely with network and infrastructure teams during planned maintenance, network changes, upgrades, and service restoration activities. Drive monitoring improvements, alert optimization, event correlation, automation, and noise reduction to improve operational efficiency. Prepare and review daily, weekly, and monthly operational reports, highlighting incidents, availability, SLA/KPI performance, recurring issues, risks, and improvement initiatives. Coach and mentor team members, identify technical skill gaps, and coordinate appropriate training and knowledge-sharing sessions.

Skill Requirements

Strong experience in NCC/NOC operations, network monitoring, incident management, and infrastructure support. Strong understanding of networking concepts including TCP/IP, LAN/WAN, VLANs, routing, switching, DNS, DHCP, VPN, and firewalls. Working knowledge of routing protocols and technologies such as OSPF and BGP. Familiarity with enterprise networking technologies from vendors such as Cisco, Juniper, Aruba, or equivalent platforms. Hands-on knowledge of monitoring/observability tools such as SolarWinds, PRTG, Nagios, Zabbix, Splunk, or similar platforms. Good knowledge of ServiceNow or comparable ITSM tools for incident, problem, change, and service management. Strong understanding of ITIL processes, particularly Incident, Major Incident, Problem, Change, Event, and Service Level Management. Experience working in a 24x7 operations environment, including shift management, escalation handling, and cross-team coordination. Strong network troubleshooting and analytical skills, with the ability to interpret alerts, identify potential service impact, and coordinate technical resolution. Good understanding of SLA/KPI management, network availability, incident trends, backlog management, and operational reporting. Strong team leadership, coaching, and mentoring skills. Excellent communication and stakeholder-management skills, particularly during critical outages and major incidents. Ability to prepare and maintain SOPs, runbooks, escalation matrices, operational procedures, and knowledge documentation. Knowledge of network automation, event correlation, and monitoring optimization would be an added advantage. Certifications such as CCNA/CCNP and ITIL Foundation would be preferred.

Other Requirements

NA