SOC Manager Job in Chennai for managing a service Operations Command Centre


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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.


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.

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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December 9, 2015 4:43 pm

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