NOC Lead

HTC Global; Chennai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

HTC Global is seeking a Major Incident Manager & NOC Shift Lead to own P1/P2 incidents and oversee 24x7 NOC operations. You will coordinate incident bridges, drive rapid resolution, and ensure proper escalation and communication across infrastructure towers.

The role requires strong leadership, stakeholder management, and the ability to operate under pressure during critical incidents while maintaining service continuity.

Qualifications

• 6–10 years of experience in Infrastructure Operations, NOC Operations, or Managed Services.
• Minimum 2–3 years of experience handling Major Incident Management.
• Experience working in 24×7 enterprise production environments.

Responsibilities

• Own major incident lifecycle (P1/P2) and drive end-to-end restoration.
• Anchor incident bridges with technical teams, stakeholders and vendors.
• Escalate to appropriate teams and leadership with timely updates.
• Coordinate across Compute, Network, Storage, Cloud, Security and more.
• Maintain incident logs, RCA follow-ups, and post-incident reviews.
• Own NOC shift operations and ensure SLA adherence.
• Oversee shift handovers and operational continuity.
• Monitor NOC performance and enforce processes.
• Act as primary escalation point for infrastructure issues.
• Provide shift summaries and documentation of actions taken.

Skills

Major Incident Management

NOC Operations

Incident Bridges

24x7 Operations

Stakeholder Management

Leadership

Tools

Dynatrace

AppDynamics

SolarWinds

ServiceNow

Job description

About the role

The Major Incident Manager & NOC Shift Lead is responsible for owning and managing Major Incidents (P1/P2) and ensuring effective NOC operations during the assigned shift. This role acts as the central command point during critical incidents, ensuring rapid coordination, communication, escalation, and resolution across all infrastructure towers. Additionally, the role ensures NOC operational discipline, monitoring effectiveness, and shift-level service delivery ownership.

Job Description

About the role

The Major Incident Manager & NOC Shift Lead is responsible for owning and managing Major Incidents (P1/P2) and ensuring effective NOC operations during the assigned shift. This role acts as the central command point during critical incidents, ensuring rapid coordination, communication, escalation, and resolution across all infrastructure towers. Additionally, the role ensures NOC operational discipline, monitoring effectiveness, and shift-level service delivery ownership.

Key Responsibilities

• Major Incident Management (Primary Responsibility)
• Take full ownership of Major Incidents (P1/P2) during the assigned shift.
• Lead and anchor incident bridge calls with technical teams, stakeholders, and vendors.
• Ensure timely escalation to appropriate technical teams, leadership, and stakeholders.
• Drive incident resolution by coordinating across infrastructure towers (Compute, Network, Storage, Cloud, Security, etc.).
• Provide timely and clear incident communication, updates, and status reports.
• Ensure proper incident tracking, documentation, and closure.
• Coordinate post-incident reviews and ensure RCA follow-ups.
• NOC Operations Shift Ownership
• Own and manage NOC operations during the assigned shift.
• Ensure continuous monitoring of infrastructure, systems, and services.
• Ensure alerts, incidents, and service requests are handled within defined SLAs.
• Ensure proper shift handover and operational continuity.
• Monitor NOC team performance and ensure adherence to operational processes.
• Ensure all incidents are properly logged, categorized, escalated, and tracked.
• Escalation & Stakeholder Coordination
• Act as primary escalation point during the shift for infrastructure and service issues.
• Coordinate with Tower Leads, Technical Teams, Service Delivery Managers, and Vendors.
• Ensure stakeholders and customer teams receive timely and accurate updates.
• Escalate critical risks and operational issues to leadership when required.
• Service Reliability & Operational Governance
• Ensure adherence to Incident Management, Major Incident Management, and Escalation processes.
• Ensure compliance with SLAs, OLAs, and operational procedures.
• Identify operational risks and proactively mitigate service impact.
• Ensure operational discipline and adherence to defined SOPs and runbooks.
• Shift Leadership & Operational Coordination
• Provide leadership and direction to NOC engineers during the shift.
• Ensure proper resource coordination and workload distribution.
• Ensure smooth shift transition and proper handover to next shift.
• Ensure operational stability and service continuity.
• Reporting & Documentation
• Maintain Major Incident logs, trackers, and reports.
• Provide shift summary reports highlighting incidents, escalations, and key operational updates.
• Ensure proper documentation of incidents, actions taken, and resolution details.
• Support incident trend analysis and service improvement initiatives.

Experience

Required Skills & Experience

• 6–10 years of experience in Infrastructure Operations, NOC Operations, or Managed Services.
• Minimum 2–3 years of experience handling Major Incident Management.
• Experience working in 24×7 enterprise production environments.

Technical Skills

• Strong understanding of infrastructure domains:
  • Windows / Linux Servers
  • Networking
  • Cloud Platforms (AWS / Azure / GCP preferred)
  • Monitoring tools (Dynatrace, AppDynamics, SolarWinds, etc.)
  • ITSM tools (ServiceNow preferred)

Communication & Leadership Skills

• Excellent communication and stakeholder management skills.
• Strong escalation management and coordination capability.
• Ability to lead incident bridges and manage critical situations.
• Strong decision-making and problem-solving skills.

Behavioral Competencies

• Strong ownership and accountability mindset.
• Ability to work under pressure in critical situations.
• Strong leadership and coordination skills.
• Proactive and service-oriented approach.

Work Requirements

• Mandatory Work from Office
• 24×7 rotational shift model
• Immediate availability during critical incidents
• Ability to manage high-severity operational situations