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.

Key Responsibilities

• ·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.

Must-Have Technical & Operational Skills

• ·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.

Nice-to-Have Skills

·ITIL v4.

·AWS/Azure certification.

·Event-to-ticket

automation/auto-remediation.

·ServiceNow/Jira Service

Management.

·FinOps/capacity management.

·AIOps/AI-enabled NOC

experience.

Working Model

• ·Operate within defined governance,
• security, access-control, change and escalation procedures.
• ·Maintain accurate operational
• documentation, handover records and knowledge assets.