As part of the Global Service Delivery Organization, the Network Operations Center (NOC) Team leader is responsible for leading the 24x7 team of System Monitoring Engineers.

The NOC provides 1st and 2nd level monitoring for the company’s global infrastructure and production environment. Including; server performance, database performance, xml performance and website availability, to list just a few. Your team will be responsible for initial diagnosis, incident notifications and timely escalation.

You will be based in the Bangkok office, and report directly to the GSD Manager.

Job Description

    * Minimum of 3yrs experience within a NOC environment, working as a NOC Manager, Team Lead or Incident Manager
    * 2+ years hands-on experience with common IT support models such as ITIL
    * 1+ year experience working with helpdesk ticketing systems, and metrics reporting
    * Demonstrated experience in setting up 24x7 shift patterns, day to day incident and problem management and escalation procedures
    * You will ensure that the network, datacenter and Website availability is monitored 24x7

(reactive & proactive monitoring)

    * You will detect potential trends and drive down repeat incidence, help diagnose root causes and deliver clear and concise management level communication.
    * Defining and updating the NOC procedures according to the project including Customer/Management Escalation, Third party escalation, Second line escalation, Follow-up procedures.
    * You will demonstrate strong knowledge of system monitoring tools such as Whats Up Gold, Adventnet etc. 
    * Management of the incident report , analysis of the Tickets ,
    * Knowledge of common troubleshooting procedures for Windows 2007 Server, Network TCP and SQL is essential.
    * Supervision of all daily and weekly reports by Product NOCs.
    * Supervision of faults mainly including the Emergencies and critical level faults, and to ensure that escalated as per the agreed response time and resolved within the SLA

If you are interested in this position. Please submit your resume at artittaya.thiangwong@agoda.com