NOC Manager

Enfrasys Group; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Enfrasys Group is seeking a seasoned NOC lead to establish 24x7 monitoring, tooling and ITSM integration across sites. You will design shift models, runbooks, escalation matrices and oversee the integrated service-desk and NOC teams.

Lead day-to-day operations, manage incidents and events, ensure SLA reporting, and drive automation and AIOps initiatives to reduce manual work and improve availability. Bachelor’s degree in IT or related field, ITIL certification preferred, and 8+ years of NOC,

Qualifications

• Bachelor's Degree in Information Technology, Network Engineering, Computer Engineering, Computer Science or a related discipline.
• ITIL and relevant network, monitoring or infrastructure certification is strongly preferred.
• Minimum 8 years in NOC, Network, infrastructure or cloud operations.
• At least 2 years leading a 24x7x365 shift-based monitoring function.
• Experience implementing monitoring, observability, event management and ITSM integration.
• Strong availability reporting, alert quality and escalation capability.
• Proven takeover of partner-supported tooling, runbooks, and operational knowledge.
• Maintain monitoring coverage, alert rules, shift handovers. Incident escalation, availability reports, runbooks and NOC competency records.

Responsibilities

• Configure monitoring scope, thresholds, correlation, dashboards and ITSM integration.
• Establish shift procedures, service-desk and NOC workflows, handovers, runbooks and escalation matrices to the ITSM process framework and escalation model set by operations management.
• Validate telemetry onboarding and monitoring completeness across service domains.
• Coordinate tooling dependencies with infrastructure and platform owners.
• Establish 24x7x365 monitoring, observability, event, fault, performance, AIOps, dashboard and ITSM integration capabilities using the approved operating model.
• Propose the NOC shift pattern and roster, and recruit and structure the NOC shift teams, including the integrated service-desk and NOC function, within the approved shift-model framework and staffing establishment.
• Implement monitoring, observability, ITSM integration, AIOps and dashboard tooling, including alert thresholds, correlation and suppression rules across primary, disaster-recovery and federated edge sites.
• Lead day-to-day shift operations, including the integrated service-desk and NOC function, and maintain event-management discipline within the approved shift-model framework.
• Coordinate first-line response and escalation to accountable resolver teams.
• Maintain incident, event, alert and handover records.
• Escalate monitoring loss and major incidents through the approved duty-manager escalation roster.
• Operate centralised monitoring and produce service-availability evidence against approved SLA targets, with proactive detection and escalation against approved restoration objectives.
• Produce accurate and complete operational, availability and incident data supporting SLA measurement, and supply it to operations management for consolidation.
• Produce availability, incident, alert-quality and trend reports.
• Track noise, recurring faults and automation opportunities.
• Drive approved monitoring improvements to closure.
• Provide validated NOC data to operations management for consolidation into service-performance reporting and governance.
• Own alert-quality, automation, capacity-trending and runbook-improvement actions, escalating sustained utilisation or monitoring gaps against approved thresholds.
• Deliver AIOps integration and runbook automation to progressively reduce manual intervention across the operations and maintenance term.
• Transfer monitoring coverage, alert rules, dashboards, ITSM integration, service-desk workflows and shift runbooks.
• Onboard and train NOC shift staff and validate NOC and integrated service-desk competency through event, incident, handover and escalation scenarios against the approved competency framework.
• Confirm monitoring gaps, alert noise, resolver ownership and operational dependencies have approved treatment.
• Lead NOC Service transition and stabilization until monitoring, triage and escalation performance is stable and evidence based.

Education

Bachelor's Degree in Information Technology, Network Engineering, Computer Engineering, Computer Science or a related discipline

ITIL and relevant network, monitoring or infrastructure certification

Minimum 8 years in NOC, Network, infrastructure or cloud operations

At least 2 years leading a 24x7x365 shift-based monitoring function

Experience implementing monitoring, observability, event management and ITSM integration

Strong availability reporting, alert quality and escalation capability

Proven takeover of partner-supported tooling, runbooks, and operational knowledge

Maintain monitoring coverage, alert rules, shift handovers. Incident escalation, availability reports, runbooks and NOC competency records

Job description

Essential Duties and Responsibilities:

1. NOC Establishment and Tooling

• Configure monitoring scope, thresholds, correlation, dashboards and ITSM integration.
• Establish shift procedures, service-desk and NOC workflows, handovers, runbooks and escalation matrices to the ITSM process framework and escalation model set by operations management.
• Validate telemetry onboarding and monitoring completeness across service domains.
• Coordinate tooling dependencies with infrastructure and platform owners.
• Establish 24x7x365 monitoring, observability, event, fault, performance, AIOps, dashboard and ITSM integration capabilities using the approved operating model.
• Propose the NOC shift pattern and roster, and recruit and structure the NOC shift teams, including the integrated service-desk and NOC function, within the approved shift-model framework and staffing establishment.
• Implement monitoring, observability, ITSM integration, AIOps and dashboard tooling, including alert thresholds, correlation and suppression rules across primary, disaster-recovery and federated edge sites.

2. 24x7x365 Service Monitoring

• Lead day-to-day shift operations, including the integrated service-desk and NOC function, and maintain event-management discipline within the approved shift-model framework.
• Coordinate first-line response and escalation to accountable resolver teams.
• Maintain incident, event, alert and handover records.
• Escalate monitoring loss and service-impacting events within agreed thresholds and escal... WAIT: This sentence was mis-copied. It must read:
• Escalate monitoring loss and service-impacting events within agreed thresholds and **escalate** major incidents through the approved duty-manager escalation roster.
• Operate centralised monitoring and produce service-availability evidence against approved SLA targets, with proactive detection and escalation against approved restoration objectives.
• Produce accurate and complete operational, availability and incident data supporting SLA measurement, and supply it to operations management for consolidation.

3. Performance and Continual Improvement

• Produce availability, incident, alert-quality and trend reports.
• Track noise, recurring faults and automation opportunities.
• Drive approved monitoring improvements to closure.
• Provide validated NOC data to operations management for consolidation into service-performance reporting and governance.
• Own alert-quality, automation, capacity-trending and runbook-improvement actions, escalating sustained utilisation or monitoring gaps against approved thresholds.
• Deliver AIOps integration and runbook automation to progressively reduce manual intervention across the operations and maintenance term.

4. NOC Takeover and Capability

• Transfer monitoring coverage, alert rules, dashboards, ITSM integration, service-desk workflows and shift runbooks.
• Onboard and train NOC shift staff and validate NOC and integrated service-desk competency through event, incident, handover and escalation scenarios against the approved competency framework.
• Confirm monitoring gaps, alert noise, resolver ownership and operational dependencies have approved treatment.
• Lead NOC Service transition and stabilization until monitoring, triage and escalation performance is stable and evidence based.

Education, Skills and Experience Requirements:

• Bachelor's Degree in Information Technology, Network Engineering, Computer Engineering, Computer Science or a related discipline.
• ITIL and relevant network, monitoring or infrastructure certification is strongly preferred.
• Minimum 8 years in NOC, Network, infrastructure or cloud operations.
• At least 2 years leading a 24x7x365 shift-based monitoring function.
• Experience implementing monitoring, observability, event management and ITSM integration.
• Strong availability reporting, alert quality and escalation capability.
• Proven takeover of partner-supported tooling, runbooks, and operational knowledge.
• Maintain monitoring coverage, alert rules, shift handovers. Incident escalation, availability reports, runbooks and NOC competency records.