JOB DESCRIPTION
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 environment
with AWS and Azure workloads; 18x7 managed operations; customer
monitoring/ITSM ecosystem; ITIL-aligned governance, automation and continuous
improvement.
· 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.
· 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.
· ITIL v4.
· AWS/Azure certification.
· Event-to-ticket
automation/auto-remediation.
· ServiceNow/Jira Service
Management.
· FinOps/capacity management.
· AIOps/AI-enabled NOC
experience.
· Operate within defined governance,
security, access-control, change and escalation procedures.
· Maintain accurate operational
documentation, handover records and knowledge assets.
Skills Required
- 7+ years of IT operations or NOC experience
- 2+ years of experience in a lead role
- AWS and Azure cloud operations and observability experience
- 18x7 or 24x7 NOC or managed-services leadership experience
- Incident, major incident, problem, and change management experience
- Experience with Datadog, CloudWatch, Azure Monitor, and ITSM workflows
- SLA/KPI reporting and operational governance experience
- Strong stakeholder communication and escalation management skills
- Distributed-team and shift-handover leadership experience
- Analytical approach to trends and continuous improvement
- ITIL v4 knowledge or certification
- AWS or Azure certification
- Event-to-ticket automation or auto-remediation experience
- ServiceNow or Jira Service Management experience
- FinOps or capacity management experience
- AIOps or AI-enabled NOC experience
What We Do
SRM Technologies is a global IT services company specialising in automotive technologies, digital transformation and product engineering services. We provide technology consulting, platform development, data analytics, artificial intelligence, cloud enablement, digital infrastructure, quality assurance, embedded software and design to manufacturing product solutions to various industries and enterprises across the North America, Japan, Europe and India. At the heart of our organization are passionate employees who embody our core belief - 'ideas@work.' We firmly believe that ideas and innovation truly matter only when they create a meaningful impact on our customers' businesses and the lives of their end customers. Therefore, we prioritize the practical application of these ideas and their transformative impact through our talented and ever-growing workforce. ??? ???? ?? ? ????? ?????? ?? ??? ??? ?????, ? ????????????? ???????????? ???? ? ???? ??????? ???????? ???? ???? ???????. ??? ??? ????? ???????? ?? ??????? ???????, ????????? ?????????, ??????????, ??????????, ??? ?????
