Project Manager (Major Incident Management & NOC ) -(Onsite / Fulltime)

Job Title: Project Manager (Major Incident Management & NOC )

Location: Onsite Wilmington, DE (Day1 Onsite)

Employment Type: Full-time

Experience: 10+ years in IT Operations / NOC / Major Incident Management

Role Summary:

The Project Manager is responsible for Major Incident Management & NOC Teams .

This role leads the team for MIM and NOC functions who drive Major Incident (P1/P2) execution, ensures rapid service restoration, and continuously improves operational maturity through problem management, automation, observability enhancements, and SLA governance.

The role requires a mix of strong incident leadership, technical depth across infrastructure and applications, and people/process management to ensure stability, availability, and performance across critical services.

Key Responsibilities:

1. A) Manage Team of Major Incident Managers (Command & Control)

• Own the Major Incident (P1/P2) process from detection to resolution, including war-room leadership, stakeholder updates, and closure.
• Ensure structured triage, containment, workaround, and restoration.
• Drive cross-functional coordination (App, Infra, Network, Security, DB, Cloud, Vendor teams) to reduce MTTR.
• Ensure high-quality incident communications: executive summaries, impact analysis, ETAs, customer/business comms.
• Lead and facilitate Post Incident Reviews (PIR/RCA); ensure actionable corrective/preventive actions (CAPA).
• Identify recurring issues and trigger Problem Management with measurable reduction plans.
• ITIL v4 Foundation (preferred).
• Reduced MTTD and MTTR for P1/P2 incidents.
• Improved SLA compliance and reduction in escalation breaches.
• Reduced repeat incidents via problem management and preventive actions.
• Improved alert quality: lower false positives, better signal-to-noise ratio.
• Strong PIR/RCA compliance: on-time RCAs with measurable preventive outcomes.
• Improved NOC operational maturity: SOP adherence, shift handover quality, audit readiness.

1. B) NOC Leadership & Operations

• Manage the NOC team responsible for 24x7 monitoring, alert triage, event correlation, escalation, and ticket quality.
• Establish/maintain standard operating procedures (SOPs), runbooks, escalation matrices, and on-call models.
• Ensure NOC meets SLAs/OLAs, improves alert fidelity, and reduces noise through tuning and automation.
• Manage handover governance between shifts; maintain service continuity and operational hygiene.

1. C) Service Reliability & Continuous Improvement

• Drive operational improvements: monitoring coverage, SLO/SLA alignment, incident prevention, and resiliency initiatives.
• Partner with Engineering/Platform teams on observability strategy, proactive detection, and reliability patterns.
• Track and report operational metrics: MTTD, MTTR, incident volume, re-open rate, SLA compliance, and trends.
• Support readiness for audits and compliance: evidence collection, process adherence, and risk mitigation.

1. D) Stakeholder & Vendor Management

• Interface with business stakeholders, service owners, and leadership to provide incident status, risk, and remediation plans.
• Manage vendor escalations and ensure timely resolution aligned to contractual SLAs.

1. E) Managerial / Leadership Skills (Must Have)

• Proven experience leading MIM & NOC Operations teams (shift-based or on-call models).
• Excellent stakeholder management across technical teams and business leadership.
• Ability to build and enforce process discipline (ITIL-aligned), while improving speed and quality.
• Strong coaching/mentoring: performance management, skill development, hiring support as needed.
• Effective communication: concise executive updates, clear action plans, facilitation of PIR/RCA sessions.
• Data-driven mindset: uses metrics and trend analysis to drive operational outcomes.

Technical Skills (Must Have):

1. A) Monitoring / Observability

Strong understanding of event correlation, alert tuning, noise reduction, and dashboarding.

Strong working knowledge of ServiceNow (Incident, Problem, Change, Knowledge, CMDB) or equivalent ITSM tools.

1. B) Incident / ITSM Platforms (Good to Have )

Experience designing workflows, SLAs/OLAs, routing rules, and automation integrations.

Hands-on experience with NOC tooling and observability platforms such as:Splunk / ELK, Datadog, Dynatrace, New Relic, AppDynamics,PrometheGrafana, CloudWatch/Azure Monitor

1. C) Infrastructure & Platform Breadth

• Solid understanding across:
• Windows/Linux administration basics
• Network fundamentals (DNS, DHCP, TCP/IP, routing, load balancers, firewalls)
• Compute/virtualization (VMware/Hyper-V) and storage concepts
• Databases fundamentals (SQL/Oracle, replication, performance symptoms)
• Cloud fundamentals and operational support for AWS/Azure/Google Cloud Platform:
• IAM basics, networking (VPC/VNet), scaling, logging/monitoring, common failure patterns.