Tech Mahindra - NOC Shift Lead/Technical Shift Lead

Description :

Job Title : NOC Shift Lead / Technical Shift Lead

Location : Pune Hinjewadi (Preferred) / Hyderabad

Shift Coverage : 24x7 rotational shifts (No Hybrid / No Work from Home)

Roles & Responsibilities :

- Oversee daily operations of the NOC during assigned shifts, ensuring proactive monitoring, incident detection, and resolution.

- Act as the first point of escalation for critical network issues; coordinate with internal teams, L3 engineers, and external vendors for timely resolution.

- Ensure accurate documentation of shift handovers, incident timelines, and maintain SLA/KPI compliance.

- Guide and mentor shift engineers, enforce process adherence, and drive continuous service improvement.

- Perform advanced troubleshooting, interpret error messages, and resolve complex network issues.

- Analyze incident trends, identify recurring issues, and recommend preventive measures.

- Participate in major incident bridges, ensuring timely updates and post-incident documentation.

- Deliver high-quality support to internal and external customers, including hardware vendor coordination.

Required Skills & Qualifications :

Technical Skills :

- Strong understanding of Routing, Switching, and SD-WAN technologies.

- Hands-on experience with Cisco, Juniper, Aruba, or equivalent network devices.

- Proficiency in enterprise monitoring tools such as Everest, Netcool, Grafana, Omnibus, SecureCRT.

- Experience with ITSM platforms like ServiceNow.

- Working knowledge of DNS, DHCP, VPN, and other core network services.

Soft Skills :

- Excellent communication, documentation, and coordination skills.