NOC Team Lead

Job Description

NOC Operations and Incident Management

• Lead NOC operations, service coverage, shift readiness, workload allocation, and handover between shifts.
• Monitor customer infrastructure, networks, systems, cloud services, applications, and in-scope configuration items.
• Guide event validation, troubleshooting, impact assessment, ticket classification, and escalation.
• Lead P1, P2, and other major incident responses and coordinate resolver teams, management escalation, stakeholder communication, and service restoration.
• Ensure alerts and customer issues are logged, categorized, prioritized, assigned, updated, and closed in the ITSM platform.
• Monitor SLA performance and intervene before response, update, or resolution thresholds are breached.
• Coordinate approved changes and planned maintenance from the NOC perspective.

Quality, Reporting, and Improvement

• Review ticket quality, event-to-ticket compliance, troubleshooting evidence, timelines, work notes, assignment accuracy, and closure information.
• Prepare shift, daily, weekly, and monthly operational inputs covering incidents, SLA and KPI performance, alert volumes, escalations, service risks, and improvement actions.
• Maintain handover records, operational logs, known-issue registers, escalation contacts, SOPs, runbooks, and knowledge articles.
• Identify recurring alarms, monitoring gaps, false positives, and operational inefficiencies and drive problem management, tuning, automation, and continuous improvement.
• Promote event correlation, auto-ticketing, notification automation, dashboarding, and other approved AIOps or automation use cases.

People and Service Governance

• Support onboarding, knowledge transfer, shadowing, reverse-shadowing, and service transition for new customers, technologies, and monitoring scope.
• Coach and develop NOC engineers through technical guidance, feedback, knowledge sharing, training, and capability development.
• Support roster and resource planning, attendance, shift discipline, leave coordination, and operational coverage.
• Maintain professional communication with customers, technical teams, vendors, service delivery, and operations management.
• Ensure compliance with company policies, customer security requirements, access-control practices, information-security requirements, quality procedures, and applicable ISO or ITSM controls.

Requirements

• Ability to lead and supervise NOC engineers across assigned 24x7 operations and shifts.
• Ability to monitor infrastructure, networks, systems, cloud services, applications, and configuration items using approved monitoring platforms.
• Ability to provide technical escalation support for event validation, troubleshooting, impact assessment, ticket classification, and escalation.
• Ability to coordinate P1, P2, and other major incidents with resolver teams, customers, and management.
• Working knowledge of ITSM processes covering incident, event, major incident, change, problem, and service requests.
• Ability to manage SLA performance, ticket quality, operational reporting, and service risks.
• Ability to coach NOC engineers and support onboarding, knowledge transfer, and capability development.
• Ability to communicate professionally with customers, technical teams, vendors, and service delivery stakeholders.
• Ability to follow customer security requirements, access-control practices, information-security requirements, and applicable governance controls.