Cloud NOC Lead

JOB DESCRIPTION Cloud NOC Lead RFP | Service Operations Leadership ROLE PURPOSE ENGAGEMENT CONTEXT Lead day-to-day NOC operations, operational governance, escalations and service assurance for cloud operations, coordinating L1/L2 resources and customer stakeholders. multi-business-unit cloud environment with AWS and Azure workloads; 18x7 managed operations; customer monitoring/ITSM ecosystem; ITIL-aligned governance, automation and continuous improvement.

Key Responsibilities

• Lead monitoring, incident handling, escalation, handover and service reporting.
• Oversee Datadog, CloudWatch, Azure Monitor and ITSM operating workflows.
• Review critical/high incidents and coordinate technical teams through resolution.
• Track SLA/OLA, backlog, aging, recurring incidents, alert volumes and risks.
• Drive shift readiness, runbook compliance, handovers and operational discipline.
• Coordinate major-incident response, bridge management and post-incident actions.
• Review alert quality and drive observability improvements.
• Ensure SOPs, escalation matrices and knowledge articles remain current.
• Facilitate problem-management reviews and recurring-issue elimination.
• Identify automation/auto-remediation opportunities.
• Prepare operational summaries and support service reviews. Must-Have Technical & Operational Skills
• 7+ years IT operations/NOC experience, including 2+ years in a lead role.
• AWS/Azure cloud operations and observability.
• 18x7/24x7 NOC or managed-services leadership.
• Incident, Major Incident, Problem and Change Management.
• Datadog, CloudWatch, Azure Monitor and ITSM workflows.
• SLA/KPI reporting and operational governance.
• Strong stakeholder communication and escalation management.
• Distributed-team and shift-handover leadership.
• Analytical approach to trends and continuous improvement. Nice-to-Have Skills
• ITIL v4.
• AWS/Azure certification.
• Event-to-ticket automation/auto-remediation.
• ServiceNow/Jira Service Management.
• FinOps/capacity management.
• AIOps/AI-enabled NOC experience. Working Model
• Operate within defined governance, security, access-control, change and escalation procedures.
• Maintain accurate operational documentation, handover records and knowledge assets.