NOC Team Lead
We are looking for an enthusiastic person to become Team Leader to manage a dedicated team of Network Operations Centre Engineers (with visiting Vinnytsia office) and individual service performance indicators. You should possess the ability to effectively convey company objectives, safety protocols, and deadlines to the team. Collaboration is key as you inspire and guide team members to excel in their roles. Additionally, providing valuable assistance to management through training initiatives and data analysis to enhance team effectiveness will be crucial. Your primary focus will be on building and maintaining a world-class NOC team.
Responsibilities:
Responsible for managing and coordinating one of NOC team shifts.
All aspects of line management of a team of 24/7 NOC Engineers including: 1:1s, holiday approvals in line with an agreed rote, six month reviews, absence management etc.
Provide encouragement to team members, supporting with queries, escalations and ensuring workloads are allocated; in addition, coaching the team, communicating team goals and identifying areas for new training or skill checks
Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
Supporting NOC through the consolidation of monitoring systems and moving to a more streamlined way of working.
Ensuring NOC adherence to agreed SLAs and quality standards.
Own the Incident management process: drives incident management, monitoring, tracking, and ensuring that SLAs are met. You will be required to update senior stakeholder’s at regular intervals.
Point of contact for NOC escalations, both external and internal.
Develops and Implements new solutions, strategies, and processes for the Team.
NOC's standard operating procedures.
Support work schedules for 24x7x365 coverage.
Provides input to improve stability, security, efficiency, and scalability of processes and procedures.
Monitoring the performance and capacity of all systems in real time and responding to alerts in real-time.
Support WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
Participate and coordinate internal projects.
Requirements:
5+ years of experience working in high pressure, dynamic environments.
Proven experience in coordinating projects involving a team of 4 or more individuals.
Upper Intermediate English level or higher (we have distributed team).
Must be flexible, with regard to working hours.
Excellent communication skills – both written and verbal.
An ability and interest in understanding new technologies and integrating them into existing workflow and processes.
An ability to explain technical content to non-technical audiences.
A genuine interest in continuous improvement with excellent analytical skills to spot and progress improvement opportunities within the team.
Substantial and relevant experience of supporting network and infrastructure services and solutions.
Good client facing and client management ability with highly-developed communication and conflict-management skills
Tactically astute with a controlled sense of urgency.
Ability to remain calm and professional under pressure.
Experience with Atlassian products (Jira, confluence), ServiceNow (SNOW), MS Outlook and Teams.
Basic understanding of Dynatrace, Grafana, Icinga, Kibana, Prometheus, Zabbix.
Nice to have:
Relevant certifications in IT management, project management, specific technologies, or leadership will be advantageous and demonstrate a commitment to ongoing professional development.
Responsibilities:
Responsible for managing and coordinating one of NOC team shifts.
All aspects of line management of a team of 24/7 NOC Engineers including: 1:1s, holiday approvals in line with an agreed rote, six month reviews, absence management etc.
Provide encouragement to team members, supporting with queries, escalations and ensuring workloads are allocated; in addition, coaching the team, communicating team goals and identifying areas for new training or skill checks
Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
Supporting NOC through the consolidation of monitoring systems and moving to a more streamlined way of working.
Ensuring NOC adherence to agreed SLAs and quality standards.
Own the Incident management process: drives incident management, monitoring, tracking, and ensuring that SLAs are met. You will be required to update senior stakeholder’s at regular intervals.
Point of contact for NOC escalations, both external and internal.
Develops and Implements new solutions, strategies, and processes for the Team.
NOC's standard operating procedures.
Support work schedules for 24x7x365 coverage.
Provides input to improve stability, security, efficiency, and scalability of processes and procedures.
Monitoring the performance and capacity of all systems in real time and responding to alerts in real-time.
Support WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
Participate and coordinate internal projects.
Requirements:
5+ years of experience working in high pressure, dynamic environments.
Proven experience in coordinating projects involving a team of 4 or more individuals.
Upper Intermediate English level or higher (we have distributed team).
Must be flexible, with regard to working hours.
Excellent communication skills – both written and verbal.
An ability and interest in understanding new technologies and integrating them into existing workflow and processes.
An ability to explain technical content to non-technical audiences.
A genuine interest in continuous improvement with excellent analytical skills to spot and progress improvement opportunities within the team.
Substantial and relevant experience of supporting network and infrastructure services and solutions.
Good client facing and client management ability with highly-developed communication and conflict-management skills
Tactically astute with a controlled sense of urgency.
Ability to remain calm and professional under pressure.
Experience with Atlassian products (Jira, confluence), ServiceNow (SNOW), MS Outlook and Teams.
Basic understanding of Dynatrace, Grafana, Icinga, Kibana, Prometheus, Zabbix.
Nice to have:
Relevant certifications in IT management, project management, specific technologies, or leadership will be advantageous and demonstrate a commitment to ongoing professional development.
About Playtika
Playtika Holding Corp. is a leading mobile gaming company and monetization platform with over 35 million monthly active users across a portfolio of games titles. Founded in 2010, Playtika was among the first to offer free-to-play social games on social networks and, shortly after, on mobile platforms. Headquartered in Herzliya, Israel, and guided by a mission to entertain the world through infinite ways to play, Playtika has over 3,700 employees in 19 offices worldwide including Tel-Aviv, London, Berlin, Vienna, Helsinki, Montreal, Chicago, Las Vegas, Santa Monica, Newport Beach, Sydney, Kyiv, Bucharest, Minsk, Dnipro, and Vinnytsia.Company website:
https://www.playtika.com/
DOU company page:
https://jobs.dou.ua/companies/playtika-ua/
Job posted on
23 April 2024
37 views 3 applications
37 views 3 applications
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