Service Desk Monitoring & NOC Integration Lead Role code: SD_Monitoring_L3 | Level 3 | Service Desk Services – Event & NOC Integration Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) 24x7 event coverage; P1/P2 continuous Location Interfaces HCLTech India NOC provider · DTSSS onsite groups · OSS teams BMC Helix ITSM · event management · technical alert mail ROLE PURPOSE Scope ref. Annex 2 §4.4.3 · QAP NOC Integration Process Owns the operational integration between the Service Desk and the NOC service providers. Ensures that every Incident raised by monitoring is correctly logged, owned, routed for onsite primary checks where required, and driven to resolution in line with the agreed governance and Service Levels
KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Operate the NOC Integration Process as defined in the Quality Assurance Plan for Incidents triggered by NOC service providers requiring onsite primary checks (§4.4.3). • Ensure proper logging, routing and ownership of each NOC-originated Incident, including assignment to the appropriate onsite support group (DTSSS). • Maintain alignment with the NOC service provider process, including ticket linkage and the agreed coordination mechanisms between the two ticketing estates. • Verify the validity of incoming requests and enforce correct ticket status management in line with agreed governance and SLA requirements. • Coordinate and monitor resolution activities with OSS teams and relevant Third Parties; apply escalation in cases of delay or blocking situations. • Own the event management and technical alert mail channels as Service Desk contact channels, including alert-to-ticket correlation and noise reduction (§4.2.1). • Monitor Incident queues for monitoring-originated tickets, hand P1/P2 candidates into the Major Incident Management process, and apply backlog management. • Report on NOC integration volumes, rejection and misrouting causes, and propose process and correlation improvements into the Continuous Improvement Plan. INDICATORS INFLUENCED BY THE ROLE
REF INDICATOR REQUIREMENT REF INDICATOR CSL-1 P1 response time CSL-14 Tickets transfer delay £ 30 min / 99% £ 25% of Incident SL / 98% CSL-2 P2 response time REQUIREMENT £ 1 hour / 98% CSL-18 Misrouting rate CSL-20 Dispatch request Next business day / 98% CSL-19 Reporting – Service Levels Detailed workflows, ticketing rules and operational procedures are defined in the QAP and prevail in case of divergence. SKILLS & EXPERIENCE ESSENTIAL • 5+ years in IT operations, NOC, or event and monitoring management. DESIRABLE > 90% 48 business hours / > 90
SKILLS & EXPERIENCE ESSENTIAL • 5+ years in IT operations, NOC, or event and monitoring management. DESIRABLE > 90% 48 business hours / > 90% • ITIL 4 Foundation or Managing Professional. • Experience in a SIAM multi-supplier operating model. • Practical ownership of alert-to-incident correlation and ticket linkage across two supplier estates. • Strong understanding of Incident, Event and Escalation management under ITIL. • BMC Helix ITSM; monitoring and alerting toolchains; dispatch and onsite coordination. • Fluent professional English; comfortable escalating across supplier management lines. ROLE NOTES • Automation of alert triage and enrichment. • Exposure to industrial or sensitive-site operational constraints. The role does not own the monitoring platforms themselves; accountability is for integration, ticket quality, ownership and progression of NOC-originated Incidents within the Service Desk scope
Source: HCLTech careers — Read the original posting and apply
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HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
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