NOC Manager

Profile title

NOC Manager

Summary statement

Manages customers, vendors and technical team to ensure the ICT and Network performs as per the committed levels of the SLAs.

Mission/general skills description

Coordinates the duty shift table for the NOC operations and carefully allocates staff members (NOC technicians and NOC engineers) on different shift duties for ensuring the whole NOC shift works in an efficient and effective manner. Provides innovative solutions to various networking problems and ensures that customer needs are properly defined and satisfactorily met. Implements and evaluates the working of networking systems and stays abreast of new technologies emerging in the industry. In some data centres the NOC also monitors the facility and security.

Deliverables

Accountable

Responsible

Contributor

• Detection and resolution of incidents and problems
  
   

• First level support
• Technical support
   

• Business Continuity Manager
• Solved incidents
• Problem management

Main task/s

• Responsible for monitoring the availability of the ICT data platforms and networks
• Control and responsible for a team of network-, system-, database specialists
• Operational management of ICT platforms and networks
• Monitor issues from start to resolution
• Directly respond to deviations or alarms
• Initiate failures of escalations, incidents and possible calamities in accordance with ITIL procedure
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support problem identification

DC-Competence

(From DCCF^©)

C.1. Service Delivery

Level 1

C.3. User Support

Level 2

C.3. Problem Management

Level 2

KPI area

Total (%) incidents on the ICT network and platforms solved within the SLA

EPI-DC Framework^© Disciplines

• ICT Service Management
• Monitoring/Reporting/Control

EPI courses

Required;

• DCFC/CDCP
• CDFOS
• CITM
• CNCDP

Added value;

• CDMS
• CDFOM