NOC Team Lead

Job Description

Position : NOC Team Lead

Division : Network Operations Center (NOC) – Managed Services

Reports To : Service Delivery Manager

Location : Remote / Kochi Kerala India

Employment Type : Full-Time

Job Summary

As the NOC Team Lead you will be the technical and operational backbone of our NOC division that delivers 24×7 proactive monitoring and support to external enterprise clients. You will lead a team of L1/L2 engineers drive operational excellence ensure strict SLA adherence and continuously improve processes and documentation while maintaining the highest standards of client satisfaction.

You will act as the senior escalation point for complex incidents across Network Servers Client Devices Microsoft 365 and security technologies while actively contributing to the operational synergy between NOC SOC & Help Desk functions.

Key Responsibilities

Team Leadership & People Management

• Lead mentor and develop a team of NOC engineers (L1 & L2).

• Conduct regular 1:1s performance reviews skill-gap assessments and career development planning.

• Conduct training for Internal Team & End Customers.

• Manage shift rosters on-call schedules and workload balancing to guarantee 24×7 coverage.

• Foster a culture of accountability continuous learning and client-first mindset.

Operational Excellence & Service Delivery

• Own end-to-end NOC operations – 24x7 shifts monitoring alerting incident management and change coordination.

• Ensure all tickets are handled within SLA targets using ConnectWise Manage.

• Act as primary escalation engineer for L2 incidents and complex client requests.

• Drive proactive maintenance patch management and health-check programs.

• Coordinate with SOC HelpDesk Sales Management & End User Team members.

Business Development & Lead Generation

• Actively generate new sales leads from the MSSP Clients.

• Develop and present technical proposals service demos and solution walkthroughs to potential customers.

• Prepare commercial and technical inputs for RFPs and tenders related to managed services.

Technical Leadership (L2 Expertise)

• Troubleshooting and resolution skills across:

o Networks: Routing/Switching (Cisco Meraki HP Dell) Firewalls VPN SD-WAN Wireless.

o Servers: Dell/HP/IBM hardware. Microsoft Windows Server Linux Hyper-V VMware.

o BC/DR : Backup & replication solutions On Prem / Hybrid / On Cloud DR

o Cloud : Familiar with Multi Cloud Provider Environment - AWS Azure GCP etc.

o Client Devices: Windows 10/11 macOS Intune-managed endpoints.

o Microsoft 365: Full admin suite (Exchange Online Teams SharePoint Entra ID Intune Defender for M365 Licenses & Billing).

• Good working knowledge of basic security products (Next-Gen Firewalls EDR/XDR MDM email security gateways).

• Familiarity with monitoring and RMM platforms: Auvik Ninja One and ConnectWise.

Process Creation Documentation & Continuous Improvement

• Design document and enforce SOPs runbooks knowledge-base articles and escalation matrices.

• Lead process improvement initiatives and post-incident reviews (including RCA submission).

• Maintain up-to-date client documentation network diagrams and configuration standards.

• Ensure 100% adherence to defined processes and internal quality standards.

NOC–SOC-HD Collaboration & Client Experience

• Act as the bridge between NOC SOC & HelpDesk for related incidents and hand-offs.

• Participate in client Business Reviews and technical escalation calls.

Reporting & Compliance

• Track and report key NOC KPIs (MTTR FCR proactive vs reactive ratio utilization etc.).

• Prepare share & present Service Reports for External Clients.

• Maintain documentation and audit readiness for all monitored environments

• Participate in internal and external security audits and close identified gaps.

• Prepare and present monthly operational performance reports (SLA ticket volume uptime proactive tickets).

• Ensure compliance with client contracts data-protection policies and industry best practices.

• Participate in Daily /Weekly / Monthly & on Demand meetings - Internal & External

Requirements & Qualifications

Experience

• 4–5 years of progressive technical experience in a Managed Service Provider (MSP) or enterprise NOC environment.

• Minimum 1–2 years in a formal team lead / supervisory capacity (preferred)

Technical Skills

• Proven L2 expertise in Network Servers End-User Devices Microsoft 365 AWS administration.

• Good working knowledge of fundamental security technologies and concepts.

• Hands-on experience with ConnectWise Ninja One and Auvik.

Professional Skills

• Excellent communication skills

• Strong process orientation – ability to create implement and enforce repeatable processes.

• Excellent documentation and knowledge-management skills.

• Outstanding verbal and written communication; confident in client-facing situations.

• High emotional intelligence and ability to work under pressure in a 24×7 environment.

Education & Certifications (preferred)

• Bachelor’s degree in Computer Science Information Technology or equivalent practical experience.

• Relevant certifications in Information Technology (any of the following are highly valued):

o CCNA / CompTIA Network

o MCSA/MCSE

o Microsoft 365 Certified

o AWS Certified

o CompTIA Security or equivalent

o ITIL Foundation

What Success Looks Like in First 60 Days

• Full command of all active client environments and monitoring stacks.

• Complete documentation of team processes and identification of at least three improvement opportunities.

• Team fully aligned on SLAs ticket quality standards and escalation protocols.

• Positive feedback from both internal stakeholders and key clients.

This is a high-impact client-facing leadership role that directly influences revenue retention client satisfaction scores (CSAT/NPS) and the overall profitability of the NOC & MSSP business unit.

If you are a hands-on technical leader who loves building efficient operations and delivering exceptional client outcomes we want to hear from you.