Senior Manager - NOC

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Responsibilities:

• Manage and provide visionary leadership to a team of NOC engineers, fostering a culture of collaboration, innovation, and technical excellence.
• Oversee day-to-day NOC operations, ensuring efficient resource allocation and workload management, leveraging AI-driven insights where applicable.
• Utilize deep technical expertise in AWS, GCP, Azure, and Python to guide troubleshooting and problem resolution, integrating AI and machine learning techniques for proactive network monitoring and predictive maintenance.
• Design and implement advanced monitoring tools and systems, harnessing AI algorithms to optimize network performance and enhance fault detection capabilities.
• Develop and execute strategic initiatives to optimize NOC efficiency, incorporating AI-powered automation to streamline operations and reduce human intervention.
• Collaborate cross-functionally to integrate AI-driven solutions within NOC activities, aligning with broader company goals and leveraging the latest technological advancements.
• Implement and refine best practices for incident detection, response, and resolution, utilizing AI models to reduce Mean Time to Detect (MTTD), Mean Time to Acknowledge (MTTA), and Mean Time to Resolve (MTTR) metrics.
• Drive the adoption of latest technologies and methodologies within the NOC, staying abreast of industry trends in AI, cloud computing, and cybersecurity.
• Lead efforts in evaluating and implementing AI-based tools and platforms to enhance operational efficiency and decision-making processes within the NOC.
• Mentor and develop team members in AI technologies and methodologies, fostering continuous learning and skill development.
• Act as a point of escalation for complex AI-related issues, providing strategic guidance and solutions.
• Prepare and present regular reports and updates to senior management on AI integration, NOC performance metrics, and technological advancements.
• Ensure compliance with security policies and procedures related to AI implementations and network operations.
• Stay updated on industry best practices and advancements in AI and cloud technologies, proposing innovative ideas for NOC improvement.
• Collaborate within BU's to assess and implement AI-driven solutions that align with business objectives and enhance NOC capabilities.

Qualifications

Requirements:

• Minimum 8 years of experience in IT operations, with at least 6 years in a managerial capacity within a NOC environment.
• Strong leadership skills with a proven ability to inspire and motivate a team towards adopting AI and latest technologies.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate across different teams and levels of the organization.
• Expertise in cloud technologies (AWS, GCP, Azure) and proficiency in scripting languages such as Python, with a solid understanding of AI and machine learning concepts.
• Demonstrated success in driving operational efficiency, process improvements, and AI adoption within a technical environment.
• Bachelor’s degree in Computer Science or related field preferred.
• Relevant certifications (e.g., AWS Certified Solutions Architect, Azure AI Engineer) are advantageous.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Strong analytical and problem-solving skills, with attention to detail and a commitment to continuous learning and professional development

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.