Senior Manager, NOC Delivery Operations

Reports To

Director,  Advanced Services

What You Will Be Doing

The ideal applicant exemplifies an understanding of ChargePoint processes and team dynamics across the business, as well as the exceptional coaching and motivational skills necessary to attract, engage, and grow top people on a high-performance team. We are seeking a Senior Manager with a strong emphasis on Operations, management and Customer Experience. The ideal candidate will have extensive network operations knowledge, software development skills, managerial experience, and a drive to automate and optimize network monitoring and management activities in a rapidly evolving problem-space.

What You Will Bring to ChargePoint

• Tenacious commitment to customer focused support
• Comfort with making complex decisions and excited by "thinking outside the box"
• Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations

• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.

• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict within the team or with cross-functional teams
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation in the teams.

Aptitudes

• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features
• Strong communication, interpersonal, motivational, and organizational skills
• Able to work effectively in a team environment
• Ability to communicate at all business levels

Requirements

Network Monitoring and Management:

• Monitor, analyze, and manage network health, performance, and capacity.
• Proactively identify issues before they impact customers and initiate swift resolutions.
• Implement ITIL Processes
• Collaborate with stakeholders to gather requirements and feedback for NOC procedures
• Partner with Data Analytics/Engineering to generate the right reports
• Ensure the platform’s scalability, reliability, and performance.

Team Management:

• Manage a team of NOC engineers, ensuring high performance, continuous learning, and career growth.
• Organize, allocate, and oversee projects, ensuring they meet deadlines and quality standards.
• Develop and implement best practices for software development and network operations.

Incident Management:

• Lead troubleshooting efforts during outages and service degradations.
• Collaborate with other teams to ensure rapid resolution of incidents.

Documentation and Reporting:

• Document software components, processes, incidents, changes, and configurations.
• Generate periodic performance, availability, and incident reports.

Continuous Improvement:

• Stay updated with the latest in networking, automation, and software development

Requirements

• Minimum 15 to 18 years experience.
• A good understanding of the principles of service support as defined in the ITIL framework.
• Working knowledge of enterprise ticketing systems. Knowledge of Managed Services products within the IT field.
• Possess strong problem solving, conflict resolution and critical thinking skills. Possess strong written and verbal communication skills. Outstanding customer service skills.
• Excellent interpersonal skills. Excellent telephone manner.
• Ability to work well under pressure. Flexible and adaptable to meet the team’s needs.
• Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
• Must have the ability to work independently and be an effective contributor to a diversified team. Sense of ownership and accountability.

Experiences desired: 

• Managed a span of more than 15+ people directly or indirectly. Small team, big dreams.
• Managed Multi-location / multi-Geo teams.
• Demonstrated experience in leading teams of direct reports and resolving conflicts effectively.
• Skilled at building high performance teams, developing people and creating a shared vision.
• Experience of improving productivity and efficiency in processes. Demonstrates strategic and tactical skills in operational excellence.

Location

Bangalore