SOC Manager

salary : 1500000-2000000 experience : 9-16 years You will provide leadership, technical expertise and management to a group of Team leaders and their teams. You will train and motivate SOC technicians with support of other colleagues and management and report on the KPI's / Performance Metrics. You will deal with any escalated customer complaints and so will have excellent written and verbal communication skills and a flair for customer care. This is a global role that will be responsible for managing a service Operations Command Centre (SOC), handling incidents on a global basis, managing tickets. Responsible for managing direct internal resources. Role will establish and manage to Incident Response time discovery, remediation and recovery SLAs. Report to Head of Operations but will collaborate directly with HQ, content team, legal department, data privacy teams when incidents occur. Provide leadership, guidance and technical expertise to incident response to ensure the proper response and communications are taking place for identified incidents. Annually review and update workflow process. Provide significant input into the evolution of the Incident Management Architecture including vendor/product selections and implementation. Responsible for Incident Management budget planning and management. Responsible for collaborating with all direct staff to ensure Performance Objectives, career path options, and work assignments are all clearly documented, understood and reviewed. Management role includes mid-year and annual performance reviews as well as providing input to performance reviews. Support the incident management process, incident impact assessments, incident remediation planning and recovery response management. Evaluate the effectiveness of the resources, architecture and vendors/managed service providers and adjust accordingly. Should be managing vendors / partners for service delivery Should be ITIL V3 certified Expert in OTT workflow management including Headend, Transcoding & Streaming. Demonstrable experience in CDN network and ensuring content is delivered with minimal delay Application monitoring on multiple devices (iOS, Android, Connected TV, PC & Set Top Box.,) Expert in understanding of cloud Operations Configuration Management Experience (Puppet, Chef, CFEngine, Salt) Ticket management with vendors and service providers. Escalation of tickets not conforming to SLA standards Experience with Asset Management tools/process Effectively managing client expectations and escalating where appropriate Assisting with process improvements, systems integration and BCP efforts Ensuring that incident, problem, and change management processes and procedures are followed and adhered to Reviewing and improving operational processes, procedures, and documentation associated with the operation of these systems Establish networking environment by system configuration, system installation, defining, documenting, and enforcing system standards. Undertake network fault investigations in local and wide area environments, using information from multiple sources. Secure network system by establishing and enforcing policies, and defining and monitoring access. Key Skills • Should be ITIL V3 certified • Expert in OTT workflow management including Headend, Transcoding & Streaming. For more details contact : Radhika - 8144222999

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Location : Chennai

Address : No22, Poonamalle High Road, Koyambedu, Chennai 600107