MARS - Director - Network Operations Center

Desired:
- Formal ITIL, ISO 27001, or operations management certifications
GOAL:
- Build and lead a centralized Hyderabad-based NOC organization (40-60 staff) with Tier 1 and Tier 2 roles and defined escalation to Tier 3 engineering and regional operations.
- Design and manage 24x7 shift coverage, staffing models, onboarding, training, coaching, and performance management
Essential:

- Proven experience building and leading a 24x7 NOC or equivalent mission-critical operations organization.
- Strong command of monitoring & event management and incident management, including major incident leadership.
- Experience operating hybrid environments including customer-site data centers and Azure and/or AWS cloud platforms.
- Demonstrated operational ownership of log management, backup verification, change/configuration control, and DR readiness.
- Experience working in regulated environments with strong audit and evidence requirements (PCI DSS, ISO 27001, SOC, etc.).
- Establishes operational objectives, policies, procedures and work plans and delegates assignments to subordinates. Develops, modifies and executes company policies that affect immediate operations and may also have company-wide effect. Accountable for department budget which may be broad and have far reaching impact on the business segment.
- Works on issues where analysis of situations or data requires conceptual thinking and an in-depth knowledge of organizational objectives. Problems are not clearly defined and may lack strategic direction. Implements policies and selects methods, techniques, and evaluation criteria for obtaining results. Drives the strategy and success of larger projects which contribute to multiple areas of the organization.
- Interacts regularly with lower and/or senior management on matters concerning multiple functional areas, department, and/or customers. Requires the ability to persuade others in sensitive complex situations while preserving relationships. Applies knowledge to convince other stakeholders on desired departmental outcomes.
- This position must be able to create networks involving coordination among groups and provide thought leadership to pursue organization projects. This will require understanding of wider business and conveying advanced information and persuading several diverse stakeholders or audiences. The position must be recognized internally as a subject matter expert and will direct the activities of others.
- Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management
Desirable:
- Experienced in operations supporting payments or high-volume transaction processing operations experience.
- Experience monitoring Operational Technology (OT) or distributed edge device ecosystems.
- Experience integrating monitoring platforms with ITSM tools (e.g., ServiceNow).
- ITIL 4 Foundation or equivalent operational practice experience.