Cloud NOC Lead

JOB DESCRIPTION

Cloud NOC Lead

RFP | Service Operations Leadership

ROLE PURPOSE

ENGAGEMENT CONTEXT

Lead day-to-day NOC operations, operational governance, escalations and service assurance for cloud operations, coordinating L1/L2 resources and customer stakeholders.

multi-business-unit cloud environment with AWS and Azure workloads; 18x7 managed operations; customer monitoring/ITSM ecosystem; ITIL-aligned governance, automation and continuous improvement.

·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.