NOC Team Lead – 24x7 Network Operations Center

About the role

The NOC Team Lead is responsible for overseeing 24x7 Network Operations Center activities, ensuring continuous monitoring, rapid incident response, and service restoration for managed‑services customers. This role provides technical and operational leadership to NOC engineers and serves as the primary escalation point for shift and operational issues.

Key responsibilities

• Lead and supervise the NOC team to guarantee effective 24x7 coverage, shift readiness, workload allocation and proper handover.
• Monitor customer infrastructure, networks, systems, cloud services and applications using approved monitoring platforms.
• Act as the first operational and technical escalation point, guiding event validation, troubleshooting, impact assessment and ticket classification.
• Coordinate response to P1/P2 and major incidents, engage resolver teams, manage stakeholder communication and ensure SLA‑based service restoration.
• Ensure accurate logging, categorisation, prioritisation and lifecycle management of alerts and issues in the ITSM platform.
• Monitor SLA performance in real time, intervene proactively and escalate risks before breaches.
• Maintain ownership of incidents from detection through restoration, including vendor engagement and monitoring validation.
• Enforce adherence to Incident, Event, Major Incident, Change, Problem and Service Request procedures and SOPs.
• Review ticket quality, coach engineers on gaps and drive continuous service improvement.

Required profile

Required skills

• ITIL process knowledge
• ITSM platform usage
• Experience with monitoring and observability platforms
• Incident and major‑incident management