KEY RESPONSIBILITIES

Team Management

• Directly manages NOC and data center staff, including setting work schedules for 24/7 coverage.
• Provides training, mentorship, and feedback to team members, fostering professional growth.
• Conducts performance reviews and makes recommendations for hiring and firing.

Operational Oversight

• Oversee the monitoring of network and data center systems to ensure optimal performance.
• Manages hardware and software infrastructure, including server builds, installations and upgrades.
• Ensures that system requirements are met and standard operating procedures are followed.

Incident & Escalation Management

• Acts as the point of contact for internal and external escalations related to system outages or performance issues.
• Drives incident management by monitoring, tracking, and responding to alerts and outages.
• Coordinates recovery efforts for system incidents to ensure timely resolution and adherence to SLAs.

Process & Strategy Improvement

• Develops and implements new solutions, strategies, and processes to improve stability, security, and efficiency.
• Analyzes trends in production issues to recommend corrective actions and prevent recurring problems.
• Contributes to the development of policies, standards, and procedures for the NOC and data center operations.

Knowledge & Skills

NOC Operations Expertise

• Network and system monitoring
• Incident detection, escalation, and resolution
• SLA tracking and service availability reporting
• Experience handling major incidents and outage coordination

Data Center Operations Knowledge

• Data center infrastructure (racks, cabling, power, cooling)
• Server, network, and storage hardware installation and troubleshooting
• Vendor coordination for hardware support and maintenance
• Familiarity with Tier I–III data center standards is an advantage

Incident, Change & Problem Management

• Incident and escalation management
• Change coordination and maintenance windows
• Root cause analysis (RCA) and post-incident reporting
• Familiarity with ITIL processes is preferred

Monitoring & Tools

• Network/System Monitoring (SNMP, syslog, alerts, Zabbix, Grafana, etc.)
• ITSM tools (Service fresh, OTRS, Jira, Remedy, etc.)
• Ability to analyze trends and improve alert effectiveness

Security & Compliance Awareness

• Physical and logical security controls
• Access management and audit readiness
• Experience working in regulated or compliance-driven environments is an advantage

Leadership & Team Management

• Lead NOC and data center staff across shifts
• Manage rosters, handovers, and escalation paths
• Coach and mentor team members
• Strong decision-making skills during incidents

Education & Special Training

• Bachelor’s degree in computer science, Software Engineering, Information Technology, or a related field
• ITIL Foundation
• CCNA / CCNP
• Data Center certifications (CDCP, CDCS)
• Vendor certifications (VMware, Linux, Microsoft)

Experience

• 5–7 years of experience in NOC operations, data center operations, or infrastructure support
• 2+ years of experience in a lead, senior, or shift-in-charge role
• Experience supporting 24x7 operations in mission-critical environments

Languages

• Working proficiency in English and Burmese