Manager, Digital Operation Center (DOC)

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)

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