NOC Lead

From 8 to 13 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Essential Skills

  • 24x7 monitoring of alerts, on-call escalation, opening bridges.
  • CIM Critical Incident management, coordinating bridges, engaging resources, sending out and tracking updates of P1 incidents.
  • Management and oversight of offsite team from a Staff availability during P1/P2 issues, escalation management.
  • Produce reports and validation of SLA adherence on availability, System Performance, Problem tracking, etc.
  • Must have experience in Global Service Desk Management
  • Provide MS OS/Hardware/VPN/Network related solutions to end-user via Telephone/Email/Chat
  • Must have knowledge of ITSM tools (SNOW, EasyVista, Remedy) and ITSM processes like
  • Incident Management, Service Request Management, Change Request Management, SLA management, Call handling KPIs

Pre-screening Questions:

  • Candidate must be agreed to work in 24*7 rotational shift mode.
  • Candidate must not have more then 1.5 month notice period.
  • Experience in handling Team of min. 10 resources.
  • Candidate must have experience in Avaya Telephony handling solution.
  • Do you have experience in handling global customer (Specially US)?
  • Do you have experience in giving Technical Support to US users via Telephone on Windows 8, Windows 10, Internet Explorer, Laptop/Desktop issues, Mobile device management
  • Do you have experience in ITIL practices like SLA, Incident management, Change Request Management, Service Request Management?
  • Do you have experience with ITSM Tool like SNOW, EasyVista

Nice to have skills (Not Mandatory)

  • MS Windows OS, Server OS, Data Centre, Server Hardware, Networks, Monitoring Tools like Solarwind, SCOM, Tidal

Job description & suggested KRA

  • Experience in providing technical support in IT Infrastructure services and End-user computing
  • Must have experience in Monitoring Tools
  • Must have experience in ITSM Tools like ServiceNow, EasyVista, Remedy.
  • Must have good communication skills (English language)
  • Must have good English writing skills
  • Must have experience in handling Global customers
  • Must have cross culture competencies

Role:Technical Operations (Tech Ops)

Salary: Not Disclosed by Recruiter

Industry:IT Services & Consulting

Functional Area:Customer Success, Service & Operations

Role Category:Operations Support

Employment Type:Full Time, Permanent

Key Skills
Skills highlighted with ‘‘ are preferred keyskills


UG:Any Graduate

Company Profile

AgreeYa Solutions

AgreeYa Solutions India Private Limited

AgreeYa Solutions is a global provider of software, solutions, and services focused on deploying business-driven, technology-enabled solutions that create next-generation competitive advantages for customers. Headquartered in Folsom, California, AgreeYa is a growing and dynamic organization with 15 offices in 8 countries employing more than 1,100 professionals. Over the last 15 years, AgreeYa has worked with 200+ companies ranging from Fortune 100 firms to small and large businesses, delivering solutions for variety of industries including telecommunications, BFSI, healthcare, high-tech, manufacturing, utility and government. AgreeYa's software portfolio includes SocialXtend (enterprise intranet and social collaboration), VDIXtend (Desktop-on-Cloud), Onvelop (enterprise mobility productivity suite), and Edvelop (single window collaboration and communication solution for 21st century learning). As part of its solutions and services offerings, AgreeYa provides intranet and enterprise collaboration on SharePoint, cloud and infrastructure, enterprise mobility, product engineering, application development and management, independent software testing, and staffing (IT and risk/compliance) solutions.
In just 15 short years, AgreeYa Solutions has amassed an impressive array of honors and recognitions including:
* Top 20 Most Promising Enterprise Software Companies for 2014 - CIOReview
* Named Gartner '2013 Cool Vendor in Enterprise Mobility'
* 'Top 3 Exciting Emerging Companies to Work For' in India, as selected by NASSCOM
* 'Top 5 Outsourced Product Development Companies,' selected by Silicon India
* Included in Sacramento Business Journal's 'Top Companies List'
* ISO 9001:2008, SEI CMMI certified
* Dell Preferred Partner
* Microsoft Gold Certified Partner

Our clients include leading organizations like Dell, Deloitte, Encore Capital, Hewlett Packard, JP Morgan Chase, Kaiser Permanente, LG Electronics, Liberty Videocon, Maruti Suzuki, Mitsubishi Motors, Sacramento Municipal Utility District (SMUD), Samsung, Tribune, Tesla, Verizon, Vodafone, Southern California Association of Governments (SCAG), Revionics among others.
For more information, visit To get the latest updates on AgreeYa Solutions
Company Info
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Contact Company:AgreeYa Solutions

Address:B-38, C/2,,,Sector-57,Noida, NOIDA, Uttar Pradesh, India