Role & responsibilities

- Service establishment: lead the four-week service onboarding environment access, playbook internalisation, shadowed and supervised operations through to independent 24/7-capable operation under full SLA
- Team leadership: manage a team of NOC analysts monitoring the client's production environment (Linux, Grafana, Vertica) shift rosters, handover discipline, coaching and quality reviews
- SLA ownership: own alert acknowledgement and response SLAs, including 30-minute critical response;

ensure every escalation to the client's technical team carries complete diagnostic context

- Playbook governance: maintain and continuously improve monitoring playbooks; run the feedback loop that turns every out-of-playbook incident into a documented procedure
- Client management: produce weekly service reports and daily critical-incident updates; run review cadences with client stakeholders and act as the primary service contact
- Continuous improvement: drive automation of routine checks,



triage data-gathering and reporting using scripting and AI-assisted tooling
- Internal IT Administration

Preferred candidate profile

- 10+ years in network/infrastructure operations, with at least 3 years leading a NOC, service desk or 24/7 operations team
- Hands-on Linux administration — system service management, log analysis, resource diagnostics and shell scripting (this will be assessed practically)
- Working experience with monitoring stacks — Grafana, Prometheus, or equivalent enterprise monitoring/alerting platforms
- Solid incident, change and escalation management discipline (ITIL-style), with a track record of SLA delivery and reporting to client stakeholders
- Excellent written and verbal communication — comfortable running reviews with US-based client engineering and support teams
- Flexibility to overlap with US business hours during the service establishment phase and for critical incidents

📌 Service Delivery Manager -Managed Monitoring Services & Internal IT (Hyderabad)
🏢 Protean Staffing
📍 Hyderabad