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Job Description

• Be responsible for establishing 24x7 primary support service requirements - shift management, skill set & training requirements, intake processes and standard operating procedures (SOPs).
• Collaborate with service owners across global IT to understand primary support requirements, opportunities to enhance services, reduce outages, improve application/system availability.
• Develop, mentor, and train the NOC staff. Produce efficient resolution to technical incidents
• Monitoring switch and data network elements and responding to network alarms and events. Manage and document Standards, Policies, and Processes for the NOC.
• Perform regular process improvement reviews to ensure ongoing optimization
• Assist with various service-related projects as requested.
• Manage projects to upgrade and maintain NOC technologies (AppDynamics, Elastic Stack, etc.).
• Must have go to trip every time when the meet urgently case.

Job Requirement

• A+ or similar hardware training and certification is preferred
• Network engineering knowledge is a plus
• Familiarity with systems and network monitoring tools is a must
• Familiarity with various systems administration tools is necessary
• Ability to perform basic troubleshooting skills for systems and network is mandatory
• Linux and open source tools experience is a plus
• Must familiar with various remote support tools
• Service Desk ticketing software experience is preferred
• Able to work nightshift is a plus and must have 5+years’ experience on related filed
• ITIL Foundation training or knowledge is desirable
• Must be excellent interpersonal and communication skills and be proficient in MS office