NOC Team Leader
NOC Team Leader
Posted on :
09-07-2025
Employer Active
1 Vacancy
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Job Description
Summary:
Manage NOC operations to ensure seamless service delivery incident management and
technical support while cultivating leadership skills. Ensure ticketing and SLA compliance
document client activities and support proactive monitoring and reliability metrics. Provide
24/7 escalation support with expertise in networking and ITIL processes.
Job Duties: 1
Primary Duties:
Daily Management: Oversee NOC team operations to ensure seamless service
delivery and incident management request management identity access
management command center.
Technical Proficiency: Provide L1 and L2 network-related technical support and
ensure efficient shift management for optimal resource utilization and
communication. Demonstrate technical knowledge in AD networking (SD-Wan
MPLS BGP OSPF) Windows server OS SQL and basic troubleshooting
Proficient in Microsoft Office 365 and SolarWinds with a preferred understanding
of ITIL frameworks.
Leadership Development: Cultivate strong leadership skills to guide and
motivate a high-performing team and coach fresher to handle NOC.
Ticketing and SLA Compliance: Ensure accurate data capture and compliance
with TAT and SLAs when transferring tickets supporting the operation in
minimizing escalations to Infra architect.
Activity Documentation: Generate and document tickets for all activities at the
time of report ensuring timely action and escalation based on priority and
severity.
Client Satisfaction: Gather and document client feedback for each ticket and
deliver regular performance reports to service account manager.
Vendor management: Proactively monitor vendor related issue and engage with
them as first face of escalation. Engage with ITSM if KPIs are not full filled.
Documentation and Metrics: Maintain site-specific documentation and support
the IT service manager in monitoring reliability metrics and predicting potential
failures.
Proactive Monitoring: Oversee production networks servers and applications
through a centralized console taking initiative and being a self-starter. Monitor
proactive alerts and communicate resolutions using NOC monitoring tools
effectively. Grafana/Prometheus SolarWinds Citrix CrowdStrike. Log Analysis
(Splunk Loki).
24/7 Escalation Support: Provide first-level escalation support for Operation
ensuring high service levels.
Incident and Change Management: Follow ITIL incident management
processes identify major incidents and coordinate as required.
Experience Requirements: Minimum 8 years in IT support with minimum 5
years experience in NOC major incident management ITIL processes.
Communication and Reporting: Craft clear incident status updates for
executive audiences and work in a service delivery role with a business focus.
Employment Type
Full Time
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