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.