Job Description

About the role:

The Major Incident Manager & NOC Shift Lead is responsible for owning and managing Major Incidents (P1/P2) and ensuring effective NOC operations during the assigned shift. This role acts as the central command point during critical incidents, ensuring rapid coordination, communication, escalation, and resolution across all infrastructure towers. Additionally, the role ensures NOC operational discipline, monitoring effectiveness, and shift-level service delivery ownership.

Key Responsibilities

- Major Incident Management (Primary Responsibility)
- Take full ownership of Major Incidents (P1/P2) during the assigned shift.
- Lead and anchor incident bridge calls with technical teams, stakeholders, and vendors.
- Ensure timely escalation to appropriate technical teams, leadership, and stakeholders.
- Drive incident resolution by coordinating across infrastructure towers (Compute, Network, Storage, Cloud, Security, etc.).
- Provide timely and transparent incident communication, updates, and status reports.
- Ensure proper incident tracking, documentation, and closure.
- Coordinate post-incident reviews and ensure RCA follow-ups.
- NOC Operations Shift Ownership
- Own and manage NOC operations during the assigned shift.
- Ensure continuous monitoring of infrastructure, systems, and services.
- Ensure alerts, incidents, and service requests are handled within defined SLAs.
- Ensure proper shift handover and operational continuity.
- Monitor NOC team performance and ensure adherence to operational processes.




- Ensure all incidents are properly logged, categorized, escalated, and tracked.
- Escalation & Stakeholder Coordination
- Act as primary escalation point during the shift for infrastructure and service issues.
- Coordinate with Tower Leads, Technical Teams, Service Delivery Managers, and Vendors.
- Ensure stakeholders and customer teams receive timely and accurate updates.
- Escalate critical risks and operational issues to leadership when required.
- Service Reliability & Operational Governance
- Ensure adherence to Incident Management, Major Incident Management, and Escalation processes.
- Ensure compliance with SLAs, OLAs, and operational procedures.
- Identify operational risks and proactively mitigate service impact.
- Ensure operational discipline and adherence to defined SOPs and runbooks.
- Shift Leadership & Operational Coordination
- Provide leadership and direction to NOC engineers during the shift.
- Ensure proper resource coordination and workload distribution.
- Ensure smooth shift transition and proper handover to next shift.
- Ensure operational stability and service continuity.
- Reporting & Documentation
- Maintain Major Incident logs, trackers, and reports.




- Provide shift summary reports highlighting incidents, escalations, and key operational updates.
- Ensure proper documentation of incidents, actions taken, and resolution details.
- Support incident trend analysis and service improvement initiatives.

Experience

Required Skills & Experience

- 6–10 years of experience in Infrastructure Operations, NOC Operations, or Managed Services.
- Minimum 2–3 years of experience handling Major Incident Management.
- Experience working in 24×7 enterprise production environments.

Technical Skills

- Strong understanding of infrastructure domains:
- Windows / Linux Servers
- Networking
- Cloud Platforms (AWS / Azure / GCP preferred)
- Monitoring tools (Dynatrace, AppDynamics, SolarWinds, etc.)
- ITSM tools (ServiceNow preferred)

Communication & Leadership Skills

- Excellent communication and stakeholder management skills.
- Strong escalation management and coordination capability.
- Ability to lead incident bridges and manage critical situations.
- Strong decision-making and problem-solving skills.

Behavioral Competencies

- Strong ownership and accountability mindset.
- Ability to work under pressure in critical situations.
- Strong leadership and coordination skills.
- Proactive and service-oriented approach.

Work Requirements

- Mandatory Work from Office
- 24×7 rotational shift model
- Immediate availability during critical incidents
- Ability to manage high-severity operational situations

📌 NOC Lead (Chennai)
🏢 Cibersites India
📍 Chennai