NOC Lead

I. PURPOSE

The NOC Lead of the 24/7 Network Team is responsible for leading the day-to-day operations, overseeing Level 1 (L1) and Level 2 (L2) engineers in the monitoring, detection, triage, and resolution of incidents across all infrastructure services in the company’s Managed Services Catalogue:

• Managed Network Infrastructure

• Managed Cybersecurity

• Managed IT Compute & Server Management

This role ensures that NOC teams deliver timely responses, effective escalations, and high-quality service in compliance with SLAs, while fostering operational excellence and continuous improvement in a 24/7 shiftbased environment.

II. DUTIES AND RESPONSIBILITIES

• Accomplish all assigned tasks by the Shift Manager in a timely and effective manner as deemed necessary for the betterment of the organization.

• Follow effective and efficient processes and comply with escalation protocols.

• Report significant events to the Shift Manager and participate in shift turnovers.

• Contribute to the knowledge and information relevant to Service Operations.

• Collaborate with other team members to improve workflows, documentations, standards, and processes.

• Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.

• Comply with company policies, guidelines, standards, and procedures.

• Perform all other duties and tasks as assigned by the Shift Manager and Technical Manager.

NOC Operations & Service Monitoring

• Oversee real-time monitoring of network, systems, security, cloud, and application infrastructure.

• Ensure timely detection, logging, and categorization of events and incidents.

• Direct L1 and L2 teams in troubleshooting and incident containment, ensuring minimal downtime.

• Enforce proactive monitoring processes to detect anomalies before they become service-impacting.

Incident & Escalation Management

• Act as the escalation point for unresolved L1/L2 issues, ensuring appropriate handover to L3 teams when required.

• Manage major incident response calls, coordinating technical teams, telco providers, and stakeholders.

• Oversee communication updates during incidents for both internal teams and clients.

Team Leadership & Performance Management

• Lead L1 and L2 engineers across multiple shifts to maintain 24/7 service coverage.

• Conduct shift handovers and ensure accurate documentation of ongoing incidents.

• Mentor, train, and coach team members to improve technical skills and incident handling.

• Monitor team KPIs such as response times, resolution times, and SLA compliance.

Process & Continuous Improvement

• Implement and maintain ITIL v4-aligned processes for incident, event, and request management.

• Work with Service Managers and L3 leads to refine escalation procedures and knowledge base articles.

• Identify operational gaps and recommend tools, automations, and workflow improvements.

Stakeholder & Client Interaction

• Coordinate with Service Managers for incident reports, service updates, and performance reviews.

• Support client onboarding by ensuring proper monitoring configurations and alert workflows are in place.

• Participate in service review meetings and operational governance discussions.

III. QUALIFICATIONS

1. Minimum Education

• Must be a graduate of any IT related bachelor’s degree such as:

• Computer Studies

• Computer Engineering

• Information Technology

• Electronics Engineering

1. Minimum Experience/Training

• Have at least 5 years of working experience in a Network Operations Center (NOC) or IT operations, with at least 2 years in a leadership role, overseeing L1/L2 Engineers.

• Experience with enterprise monitoring tools (e.g., SolarWinds, ManageEngine, PRTG, Zabbix, etc.).

• Knowledge of network, server, cloud, and security fundamentals.

• Familiarity with ITIL v4 processes for incident, event, and request management.

C.    Competency

• Operational Awareness – Strong situational awareness in a live monitoring environment.

• Leadership & Mentorship – Skilled at guiding and developing technical teams across shifts.

• Problem-Solving – Quick decision-making for incident containment and resolution.

• Communication – Clear, concise updates during incident calls and escalations.

• Process Orientation – Consistent application of structured workflows and SLAs.

Performance Metrics

• SLA and KPI compliance for incident response and resolution.

• Accuracy and timeliness of incident documentation and updates.

• Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).

• Team productivity and escalation efficiency.

• Client satisfaction and positive feedback in service reviews.