Senior Manager - L1 Support
HybridHyderabad, Telangana, India
EXPIREDHyderabad, Telangana, IndiaHybridFull TimeSenior LevelEnterprise
Full TimeSenior LevelEnterprise
Job Summary
Monitor global network, voice, and systems infrastructure estates 24×7×365 through observability tooling, triage alerts, and execute runbook-driven remediation. Lead initial bridge management for Severity-1 events, coordinate carrier engagements, and govern shift operations across multi-shift NOC teams. Own ticket hygiene, escalation matrices, and knowledge management while driving continuous improvement to reduce toil. Partner with engineering leads to automate event correlation and ensure compliance with SOC 2, HIPAA, and ISO 27001 frameworks.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- 10+ years of progressive experience in IT Operations / NOC environments, with at least 4 years leading multi-shift L1 teams in a 24×7 setting.
- Demonstrated working knowledge across all three towers — Networking (LAN / WAN / SD-WAN, firewalls, routing / switching basics), Telecom (contact center voice platforms, SIP, SBCs, call-quality fundamentals), and Systems Infrastructure (Windows / Linux server estate, hypervisors, AD / DNS / DHCP).
- Proven command of NOC operating mechanics — shift design, escalation discipline, ticket hygiene, runbook execution, and bridge coordination during Severity-1 events.
- Strong fluency in ITIL v4 — Incident, Event, Request, and Change processes — with hands-on operation of ITSM platforms (ServiceNow, Remedy, or equivalent).
- Active certifications spanning at least two of: ITIL v4 Foundation / Practitioner, Cisco CCNA, Microsoft MCSA / Azure / AWS Associate, NICE / Genesys L1 product training.
- Demonstrated people-leadership experience managing Shift Leads / Team Leaders and 40+ FTE NOC teams in a regulated, customer-facing environment.
- Anchor role for a 24×7×365 Global NOC; flexibility to participate in rotating shifts during launches, audits, peak seasons, and major incidents.
- Primary on-call escalation for L1 NOC operations and joint accountability with Incident Management for Severity-1 event coordination.
- Global stakeholder interaction across multiple geographies; requirement to flex working hours for cross-region governance forums and shift hand-overs.
- Onsite or hybrid presence at NOC delivery locations; willingness to travel up to 10% for site visits, vendor reviews, and audit engagements.
Desired Qualifications
- Direct BPO / CX industry exposure supporting multi-client, multi-LOB contact center operations.
- Hands-on familiarity with observability stacks — Datadog, Dynatrace, SolarWinds, Splunk, ThousandEyes, or equivalent.
- Exposure to runbook automation tooling (Rundeck, ServiceNow Orchestration, Ansible Tower) and basic scripting literacy (PowerShell, Python, Bash).
- Familiarity with WFM disciplines (Erlang-based capacity planning, shrinkage modeling, schedule adherence) applied to NOC staffing.
- Audit-handling experience across SOC 2, PCI-DSS, HIPAA, ISO 27001, or GDPR with ownership of L1 evidence packs.
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