Full Time Head of Network Operations Centre (NOC) Jobs, in RSM Stone Forest Federal Territory - Maukerja

A member of Stone Forest Group:

Stone Forest Malaysia Sdn Bhd is part of Stone Forest Group, a professional business services firm headquartered in Singapore with established operations in Singapore, Malaysia, Hong Kong and China. At Stone Forest Malaysia, we provide business outsourcing services strictly only to our clients in Singapore.

GROW PROGRAMME

At Stone Forest, we recognise that great people make a great organisation. We value our people and envisage developing each individual to their fullest capacity and performance. We believe in Grow People to Grow Business. Every employee will be immersed in our “GROW programme” which comprises a formalised structure framework to support your professional and personal growth and help you realised your talents and leadership potential.

Role Overview

The Head of NOC leads the Network Operations Centre function, ensuring round-the-clock monitoring, incident response, and service reliability across our clients' cloud and on-premise environments. This role owns NOC operational excellence, team leadership, and continuous improvement of monitoring and incident management capabilities.

Responsibilities

• Lead and manage the Network Operations Centre (NOC) team, overseeing 24/7 monitoring, incident response, compliance and support operations
• Build, mentor, and develop the NOC team, including recruitment, training, performance management, client management and capacity planning.
• Establish, track, and report on NOC KPIs and SLAs, ensuring uptime, response, and resolution targets are consistently met.
• Collaborate closely with the Technical Leaders and client service teams to resolve complex or recurring issues and drive root-cause fixes.
• Responsible for the end-to-end incident management lifecycle – detection, triage, escalation, resolution, and post-incident review – for critical network and infrastructure issues.
• Provide technology continuity support to clients, advising on IT resource availability, reliability, infrastructure resilience, and operational improvements aligned to their business needs.
• Drive automation and internal workflow improvements to reduce manual efforts, improve alert accuracy, minimise downtime and improve response time to clients.
• Manage client and stakeholder communications during major incidents, ensuring timely and transparent updates.
• Report to the Business Unit Head on NOC performance, major incidents, and risks that could significantly impact the business.
• Ensure NOC operations comply with IT governance, security, and change management policies.
• Support annual audits on NOC to attain relevant IT compliance certifications.

Requirements

• Minimum 8-10 years' experience in network operations or IT infrastructure, including at least 3-5 years in a leadership role managing a NOC or similar operations team.
• Proven experience managing 24/7, shift-based operations teams.
• Good technical foundation in networking, Windows operating systems and cybersecurity
• Good experience with Azure, M365 and other Microsoft security solutions
• Solid understanding of ITIL/ITSM frameworks, particularly incident, problem, and change management.
• Strong incident management, crisis communication, and decision-making skills under pressure.
• Strong analytical and problem-solving skills, with a risk-based approach to balance technical feasibility and client requirements.
• Good interpersonal and communication skills, able to engage both technical and non-technical stakeholders, including senior management and clients.