Manager, Digital Operation Center (DOC)

1 Year ago • 8-9 Years

Job Summary

Job Description

The Manager, Digital Operation Center (DOC) will lead a team responsible for end-to-end incident lifecycle management, including monitoring, detection, resolution, and communication within a 24/7/365 environment. This role ensures IT network and product service stability, performance, and reliability, requiring collaboration across different regions. Responsibilities include leading incident teams, championing best practices, guiding policy implementation, and promoting technology innovation with AI Operations. Monitoring, alerting, incident management, and continuous improvement are essential. The manager will also handle documentation, reporting, and incident analysis to improve overall operations.
Must have:
  • Manage the DOC, IT Ops, and Engineer teams.
  • Monitor and escalate issues.
  • Coordinate incident management and escalations.
  • Ensure 24/7 coverage of the DOC.
  • Strong understanding of network protocols.
Good to have:
  • Familiarity with ITIL practices and frameworks.
  • Familiarity with incident command system (ICS) principles.
  • Relevant certifications such as CCNA, CCNP.
Perks:
  • Remote-friendly and flexible work culture
  • Market leader in compensation and equity awards
  • Comprehensive physical and mental wellness programs
  • Competitive vacation and holidays for recharge
  • Paid parental and adoption leaves
  • Professional development opportunities for all employees
  • Employee Resource Groups, geographic neighborhood groups and volunteer opportunities to build connections
  • Vibrant office culture with world class amenities

Job Details

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role:

We are seeking a highly skilled and experienced Manager to lead our Digital Operations Center (DOC) team. The ideal candidate will have a strong background in leading teams who are responsible for end to end incident managing life cycle including monitoring, detecting, resolving, communicating with a 24/7/365 Digital Operations Center (DOC) environment. This role is critical in ensuring the stability, performance, and reliability of our IT Network and Product services.  The DOC, IT and Product reams operate from different parts of the world and the DOC Engineers will need to collaborate across different regions and do the shift hand-offs.

What You'll Do:

Leading: 

  • The DOC / IT Ops Engineer with experience in Incident Management, Problem Management, Change Management, Knowledge Management and Proactive Monitoring areas.

  • Lead efforts involving the monitoring of key internal services and incident teams, as well as escalation and alerts to our crisis team(s). 

  • Champion best practices of the DOC Playbook through the entire DOC team.

  • Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for the DOC.

  • Technology innovation mindset with AI Operations and self-healing scripts.

Monitoring and Alerting:

  • Continuously monitor internal IT and product-related incidents using various tools and platforms.

  • Develop, configure, and manage alerting systems to promptly identify and alert relevant parties to emerging issues.

  • Facilitate crisis team assessments or activations through rapid situational awareness to incident coordinators.

Incident Management and Escalations:

  • Coordinate and escalate issues to appropriate teams and stakeholders as needed.

  • Maintain clear and concise communication during incidents, providing regular updates to stakeholders.

  • Collaborate with cross-functional teams to support root cause analysis of complex issues Document and maintain standard operating procedures for DOC response and escalation processes.

Continuous Improvement:

  • Identify opportunities for improving monitoring and alerting systems and processes.

  • Participate in post-incident reviews and contribute to the development of preventive measures.

  • Stay up-to-date with industry trends and best practices in all-hazards operations center operations and technologies.

Documentation and Reporting:

  • Maintain detailed and accurate incident logs and documentation.

  • Generate regular reports on tracked incidents, assessments, and status.

  • Provide insights and recommendations based on incident analysis and trends.

What You’ll Need:

Education:

  • Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.

Experience:

  • Minimum of 8-9 years of experience in managing Digital Operations Center (DOC) or similar environment like NOC or IT Operations, with strong people manager experience.

  • Experience in setting the goals and objectives for the team and doing the performance reviews.

  • Proven experience with maintaining a common operating picture with existing monitoring tools and situational awareness dashboards.

  • Strong understanding of network protocols, systems, and infrastructure.

Skills:

  • Excellent problem-solving and analytical skills.

  • Strong communication and interpersonal skills.

  • Ability to work effectively under pressure and manage multiple priorities.

  • Proficiency in scripting languages (e.g., Python, Bash), AI Ops is a plus.

  • Familiarity with ITIL practices and frameworks is desirable.

  • Familiarity with incident command system (ICS) principles and best practices in the technology industry.

Certifications:

  • Relevant certifications such as CCNA, CCNP, or equivalent are preferred.

Work Environment:

  • This position may require shift work to ensure 24/7 coverage of the DOC.

  • Ability to work in a high-stress, fast-paced environment.

Work Location : Pune (Work from Office)

#LI-NR1

Benefits of Working at CrowdStrike:

  • Remote-friendly and flexible work culture

  • Market leader in compensation and equity awards

  • Comprehensive physical and mental wellness programs

  • Competitive vacation and holidays for recharge

  • Paid parental and adoption leaves

  • Professional development opportunities for all employees regardless of level or role

  • Employee Resource Groups, geographic neighbourhood groups and volunteer opportunities to build connections

  • Vibrant office culture with world class amenities

  • Great Place to Work Certified™ across the globe

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.

If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.

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About The Company

CrowdStrike was founded in 2011 to fix a fundamental problem: The sophisticated attacks that were forcing the world’s leading businesses into the headlines could not be solved with existing malware-based defenses. Founder George Kurtz realized that a brand new approach was needed — one that combines the most advanced endpoint protection with expert intelligence to pinpoint the adversaries perpetrating the attacks, not just the malware.
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