Manager, Network Operations Center

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Job Summary
Applied Systems is establishing a 24x7 India-based Network Operations Center (NOC) within Enterprise Infrastructure Engineering to reduce outage risk, improve response times, and protect high-cost engineering capacity. The NOC Manager owns daily operations of the NOC, accountability for SLA performance, and the continuous improvement of monitoring, triage, and Major Incident processes. Operating under a bifurcated leadership model in which US-based leadership retains strategy and SLA ownership, the NOC Manager leads the India-based delivery team of L1 analysts and L2 engineers, serves as the primary operational liaison with US leadership, and ensures disciplined, always-on incident management. This role suits a hands-on operations leader who can build shift discipline, drive runbook quality, and translate incident patterns into reliability improvements.
What You'll Do
Operations Leadership & Team Management

• Own daily operations of the 24x7 NOC, including shift coverage, follow-the-sun handoffs, and escalation discipline across L1 and L2 staff.
• Lead, coach, and develop a team of NOC analysts and engineers; manage scheduling, performance, and capacity to sustain continuous coverage without reliance on overtime or ad-hoc escalation.
• Maintain shift staffing models and rosters that ensure two analysts per shift across three L1 shifts and overlapping L2 surge coverage.

SLA & Performance Accountability

• Own NOC SLA performance, including Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) for Severity 1 and Severity 2 incidents.
• Track, report, and continuously improve KPIs and SLOs; identify runbook gaps and prioritize the automation backlog.
• Produce operational performance reporting for US leadership and lead the weekly operations review with Infrastructure Engineering.

Major Incident Management

• Ensure rapid initiation of a crisis bridge for Severity 1 and high-impact events, and coordinate engagement of an Incident Commander.
• Oversee response, communications, and stakeholder updates through stabilization.
• Lead post-incident reviews and drive corrective-action tracking to reduce recurring incidents.

Stakeholder Liaison & Governance

• Serve as the primary operational liaison between the India NOC and US leadership, including the US Program Manager, US Director, and EIT Senior Director.
• Participate in the daily, weekly, and monthly governance cadence - shift handoff and open-incident review, operations reviews, and monthly reliability reviews.
• Coordinate with Infrastructure Engineering, SRE, and Cloud Operations on escalation paths and SME engagement.

Continuous Improvement & Operational Readiness

• Direct low-incident-period capacity toward monitoring hygiene, backlog reduction, and operational readiness, improving reliability without incremental cost.
• Champion runbook development and day-one monitoring coverage for newly launched services.
• Drive NOC maturity through the pilot, integrate, and steady state 24x7 phases of the operating model.

Required Experience:
Education & Experience

• Bachelor's degree in computer science, Information Technology, or a related field, OR an equivalent combination of education and professional experience.
• 8+ years of experience in IT operations, NOC, or infrastructure environments.
• 3+ years leading 24x7 operational or shift-based teams.

Technical & Operational Skills

• Strong command of ITIL-aligned incidents and Major Incident management practices.
• Hands-on familiarity with monitoring and observability platforms (e.g., Datadog) and ITSM ticketing (Jira / Jira Service Management).
• Solid working understanding of enterprise infrastructure: networking, virtualization, DNS, and public cloud (AWS, Azure, GCP).
• Demonstrated ability to define, track, and improve operational KPIs such as MTTA and MTTR.

Leadership & Soft Skills

• Proven people leadership across rotating shifts, including hiring, coaching, and performance management.
• Calm, structured crisis coordination and sound judgment under pressure.
• Excellent written and verbal communication with geographically distributed.

Preferred Qualification:

• ITIL v4 Foundation or higher certification.
• Experience managing an offshore or follow-the-sun NOC supporting US/UK business hours.
• Hands-on experience with Datadog and one or more major cloud platforms (AWS, Azure, GCP).
• Prior experience in a managed services, cloud operations, SaaS, or insurance technology company.

When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
Learn more about the people behind our products at -

• LinkedIn Page Applied Systems India
• https://www1.appliedsystems.com/en-us/about-us/jobs/

Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a [email protected] email or through our official career's portal.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.