Cloud NOC Lead

JOB DESCRIPTION

Cloud NOC Lead

RFP | Service Operations Leadership

·        Lead monitoring, incident handling, escalation, handover and service reporting.

·        Oversee Datadog, CloudWatch, Azure Monitor and ITSM operating workflows.

·        Review critical/high incidents and coordinate technical teams through resolution.

·        Track SLA/OLA, backlog, aging, recurring incidents, alert volumes and risks.

·        Drive shift readiness, runbook compliance, handovers and operational discipline.

·        Coordinate major-incident response, bridge management and post-incident actions.

·        Review alert quality and drive observability improvements.

·        Ensure SOPs, escalation matrices and knowledge articles remain current.

·        Facilitate problem-management reviews and recurring-issue elimination.

·        Identify automation/auto-remediation opportunities.

·        Prepare operational summaries and support service reviews.

·        7+ years IT operations/NOC experience, including 2+ years in a lead role.

·        AWS/Azure cloud operations and observability.

·        18x7/24x7 NOC or managed-services leadership.

·        Incident, Major Incident, Problem and Change Management.

·        Datadog, CloudWatch, Azure Monitor and ITSM workflows.

·        SLA/KPI reporting and operational governance.

·        Strong stakeholder communication and escalation management.

·        Distributed-team and shift-handover leadership.

·        Analytical approach to trends and continuous improvement.

·        ITIL v4.

·        AWS/Azure certification.

·        Event-to-ticket automation/auto-remediation.

·        ServiceNow/Jira Service Management.

·        FinOps/capacity management.

·        AIOps/AI-enabled NOC experience.

·        Operate within defined governance, security, access-control, change and escalation procedures.

·        Maintain accurate operational documentation, handover records and knowledge assets.