Associate Network Ops Manager

HealthEdge; Hyderabad; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

HealthEdge is seeking an Associate Operations Manager–REO to lead the Network Operations Center in a hands-on, coaching capacity. You will supervise NOC Analysts, drive incident management, and ensure runbooks and knowledge bases are maintained for rapid, reliable service delivery.

The role emphasizes proactive monitoring, cross-functional collaboration with Engineering, and stabilizing teams during high-severity incidents within a hybrid work setup in India.

Qualifications

• The candidate has 5+ years in IT Operations/NOC/Incident Management with at least 2 years in a supervisory role.
• Experience managing or supporting 24x7 operational environments and escalations.
• Strong understanding of incident response, escalation frameworks, and ITSM concepts (ITIL).

Responsibilities

• Lead NOC Analysts with coaching, feedback, and performance guidance.
• Coordinate real-time with Incident Management during active bridges and triage.
• Ensure runbooks are followed and knowledge is captured for leadership visibility.
• Monitor service health, detect degradation patterns, and reduce alert noise with teams.
• Provide reporting on metrics like MTTA/MTTR, SLA performance, and incident trends.
• Support SEV1/SEV2 incidents and assist with on-call activities and scribing.

Skills

IT Operations

NOC

Incident Management

Team Leadership

Communication

Monitoring & Alerting

SaaS domain

Education

ITIL Foundation

Tools

PagerDuty

Datadog

Splunk

ServiceNow

Jira

Job description

Overview

AssociateOperations Manager– REO

Department:Reliability, Engineering & Operations (REO) — OperationsReports To:Director/Senior Director, OperationsLocation:[Location] | [Remote/Hybrid]

Position Summary

TheAssociateOperations Manager is a hands-on people leader responsible for the day-to-day health and performance of the Network Operations Center (NOC). This role directly supervises resources,ensuring the successful outcome of the day andkeeping REO leadership directly aware of challenges of any sort.

TheAssociateOperations Manager is expected to get hands-on alongside the team — personally investigating alerts,coordinating in real time with REO Incident Management to support activeincident bridges, and stepping into triage when capacity or complexity demands it.Additionally, this role ensures the NOC team has what it needs to be successful, and thatrunbooks are followed consistently, knowledge is captured andmaintained, and leadership has clear visibility into critical production issues.Beyond reactive response, they drive a culture of proactive vigilance: monitoring service health,identifyingdegradation patterns before they escalate, and acting on weak signals before they become incidents.TheAssociateOperations Manager is a force multiplier: coaching their team to perform, removing obstacles in their path, and stepping in as a stabilizing presence during high-severity incidents.

Key Responsibilities

Team Leadership & Development

• Directly manage NOC Analysts, providing regular coaching, feedback, and performance guidance.Schedule resources to efficiently meet the demands of the day in a follow-the-sun shift structure.

• Foster a culture of accountability, continuous improvement, and psychological safety within the team.

• Support career development planning for team members, including skills growth and role progression pathways (e.g., NOC-to-IM career tracks).

• Identifytraining gaps and drive cross-training initiatives to increase team versatility and resilience.

• Provide scheduled reporting as well as real time feedback as needed for any performance related concerns of staff toHealthEdgeREO leadership.

Alert Response & NOC Oversight

• Ensure NOC Analysts respond tomonitoringalerts within defined SLA thresholds and elevate appropriately.

• Champion runbook adherence — ensuring documented procedures are followed accurately and consistently, and that deviations are flagged and reviewed.

• Monitor alert volume trends and response quality, using metrics toidentifysystemic issues or coaching opportunities.

• Partner with Engineering and Platform teams to reduce alert noise, close coverage gaps, and continuously improve alert fidelity.

• SupportIncident Managers during SEV1 and SEV2 incidents, and guide NOC resources toassistwith on-call engagement, incident scribing and other duties asrequired.

Documentation & Knowledge Management

• Drive a culture of documentation — ensuring runbooks, playbooks, escalation paths, and operational procedures are created, reviewed, and kept current.

• Identifyknowledge gaps surfaced through incidents or training and assign ownership for resolution.

• Maintain a structured knowledge base that is accessible,accurate, and usable by both NOC Analysts and Incident Managers.

• Ensure that lessons learned from incidents and near-misses are captured and translated into updated procedures or training materials.

Operational Performance & Reporting

• Track and report on key operational metrics including MTTA, MTTR, alert volume, incident frequency, runbook compliance, and SLA performance.

• Provide regular operational summaries to leadership, highlighting trends, risks, and improvement initiatives.

• Participate in and contribute to ITSM maturity improvement efforts, including process standardization, tooling optimization, and cross-functional alignment.

• Support Problem Management efforts by ensuring patternsidentifiedfrom recurring incidents are escalated and tracked to resolution.

Qualifications

Required

• 5+ years of experience in IT Operations, NOC, or Incident Management, with at least 2 years in a supervisory or team lead capacity.

• Demonstrated experience managing or supporting 24x7 operational environments.

• Strong understanding of incident response practices, escalation frameworks, and ITSM principles (ITIL Foundation or equivalent experience).

• Proven ability to communicate clearly and calmly with both technical teams and non-technical leadership during high-pressure situations.

• Experience with monitoring/alerting platforms (e.g., PagerDuty, Datadog, Splunk, or similar) and ITSM tooling (e.g., ServiceNow, Jira).

• Strong documentation skills — ability to write andmaintainrunbooks, procedures, and executive summaries.

Preferred

• ITIL v4 Foundation certification or higher.

• Experience in a SaaS or healthcare technology environment.

• Familiarity with cloud infrastructure concepts (Azure, AWS, or GCP).

• Experience supporting or building cross-functional operational teams following an organizational merger or acquisition.

Competencies

Competency

Description

Composure Under Pressure

Remains steady and decisive during high-severity incidents; models calm clarity for the team.

Team Enablement

Prioritizes removing friction for the team; invests in their growth and success.

Operational Rigor

Holdshigh standardsfor process adherence, documentation quality, and follow-through.

Communication

Translates technical situations into clear leadership-facing narratives without delay.

Continuous Improvement

Actively surfaces and acts on patterns — turning incidents into better processes.

HealthEdgeis an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.