Cloud NOC Lead

RFP | Service Operations Leadership

ROLE PURPOSE

ENGAGEMENT CONTEXT

Lead day-to-day NOC operations, operational governance, escalations and service assurance for cloud operations, coordinating L1/L2 resources and customer stakeholders.

multi-business-unit cloud setting with AWS and Azure workloads; 18x7 managed operations; customer monitoring/ITSM ecosystem; ITIL-aligned governance, automation and continuous improvement.

Key Responsibilities

· Lead monitoring, incident handling, escalation, handover and service reporting.

· Oversee Datadog, CloudWatch, Azure Monitor and ITSM operating workflows.

· Review critical/high incidents and coordinate technical teams through resolution.

· Track SLA/OLA, backlog, aging, recurring incidents, alert volumes and risks.

· Drive shift readiness, runbook compliance, handovers and operational discipline.

· Coordinate major-incident response, bridge management and post-incident actions.

· Review alert quality and drive observability improvements.

· Ensure SOPs, escalation matrices and knowledge articles remain current.

· Facilitate problem-management reviews and recurring-issue elimination.





· Identify automation/auto-remediation opportunities.

· Prepare operational summaries and support service reviews.

Must-Have Technical & Operational Skills

· 7 years IT operations/NOC experience, including 2 years in a lead role.

· AWS/Azure cloud operations and observability.

· 18x7/24x7 NOC or managed-services leadership.

· Incident, Major Incident, Problem and Change Management.

· Datadog, CloudWatch, Azure Monitor and ITSM workflows.

· SLA/KPI reporting and operational governance.

· Strong stakeholder communication and escalation management.

· Distributed-team and shift-handover leadership.

· Analytical approach to trends and continuous improvement.

Nice-to-Have Skills

· ITIL v4.

· AWS/Azure certification.

· Event-to-ticket automation/auto-remediation.

· ServiceNow/Jira Service Management.

· FinOps/capacity management.

· AIOps/AI-enabled NOC experience.

Working Model

· Operate within defined governance, security, access-control, change and escalation procedures.

· Maintain accurate operational documentation, handover records and knowledge assets.

📌 Cloud NOC Lead (Chennai)
🏢 SRM Technologies
📍 Chennai