About this role
JOB DESCRIPTION
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.