Regional Manager/ Service Delivery Manager at a tech services company with 201-500 employees
Project Description
NOC Implementation
Ensure that critical incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customers
Determine and mobilize the types of resources and levels of competencies needed for initial triage
Coordinate resources and activities during outages and customer affecting events through restoration of service
Explain complex situations to technical and non-technical audiences
Works with operations and IT teams to perform incident root cause analysis
Assist in developing, and documenting actions to assure problem resolution or to implement corrective/preventive action and document resolution
Proactively ensures the highest levels of systems and infrastructure availability
Perform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs
Define KPI and metrics for business processes and methods for measuring and monitoring
Collate feedback on process performance
Measure and monitor the effectiveness of processes to ensure consistent value delivery
Monitors and tests application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes.
