NOC Lead / SME (Subject Matter Expert)

Duties & Responsibilities
Lead day-to-day NOC operations and serve as the primary escalation point for critical incidents and service outages.
Provide advanced Level 2/Level 3 support for Network Monitoring System (NMS) alerts, incidents, and tickets.
Monitor network performance and ensure timely resolution of incidents in accordance with SLA commitments.
Act as the Subject Matter Expert (SME) for NOC processes, tools, monitoring platforms, and operational best practices.
Analyze, troubleshoot, and resolve complex hardware, software, server, network, and LAN/WAN connectivity issues.
Manage major incident bridges and coordinate communications with internal teams, vendors, and stakeholders during outages.
Ensure proper ticket management, including prioritization, escalation, tracking, and closure.
Perform root cause analysis (RCA) and recommend preventive measures to minimize recurring incidents.
Mentor, coach, and provide technical guidance to NOC engineers and support teams.
Review operational metrics, identify trends, and drive continuous service improvements.
Develop and maintain knowledge base articles, SOPs, and operational documentation.




Collaborate with cross-functional teams to ensure service availability, performance, and customer satisfaction.
Participate in change management, maintenance activities, and project implementations.
Support 24x7 operations and provide leadership during high-priority incidents.

Qualifications
4+ years of experience in NOC, Network Operations, Technical Support, or IT Infrastructure Operations.
Proven experience leading teams or serving as a technical SME in a support environment.
Solid understanding of NOC operations, incident management, problem management, and escalation processes.
Hands-on experience with network monitoring and ticketing tools.
Robust knowledge of Windows and Linux/Unix operating systems.
Experience troubleshooting network technologies, including TCP/IP, DNS, DHCP, VPN, LAN, WAN, routing, and switching.
Excellent analytical, troubleshooting, and problem-solving skills.
Robust communication and stakeholder management abilities.
Experience managing critical incidents and driving resolution within SLA requirements.
Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

📌 Noc Lead Secunderabad
🏢 Sutherland global service
📍 Secunderabad