NOC Team Lead

Job Description

The NOC Team Leader is responsible for leading and controlling day-to-day 24x7 Network Operations Center activities to ensure continuous monitoring, timely incident response, service restoration, SLA achievement and effective operational communication for Malomatia managed‑services customers. The role provides technical and operational leadership to NOC engineers, acts as the primary shift/operational escalation point, coordinates major incidents with resolver groups and customer stakeholders, and ensures that events, incidents, service requests and changes are handled in accordance with agreed ITIL processes, SOPs and contractual requirements.

The Team Leader also drives ticket quality, shift discipline, knowledge management, operational reporting, team capability and continuous service improvement.

• Lead and supervise the NOC team during assigned operations and ensure effective 24x7 service coverage, shift readiness, workload allocation and proper handover between shifts.
• Ensure continuous monitoring of customer infrastructure, networks, systems, cloud services, applications and other in-scope configuration items using approved monitoring and observability platforms.
• Act as the first operational and technical escalation point for NOC engineers and provide guidance for event validation, troubleshooting, impact assessment, ticket classification and escalation.
• Lead the NOC response for P1/P2 and other major incidents, ensuring immediate engagement of the correct resolver teams, timely management escalation, stakeholder communication and service restoration within agreed SLA.
• Ensure all actionable alerts and customer-reported issues are logged accurately in the ITSM platform, correctly categorized and prioritized, assigned to the appropriate support group, updated throughout the lifecycle and properly closed.
• Monitor SLA performance in real time and proactively intervene on tickets approaching response, update or resolution thresholds; elevate risks before SLA breach wherever possible.
• Maintain ownership of incidents from detection through restoration from the NOC coordination perspective, including technical follow‑up, vendor/resolver engagement and confirmation that monitoring has returned to normal.
• Ensure strict adherence to Incident, Event, Major Incident, Change, Problem and Service Request procedures, escalation matrices, communication protocols, SOPs and customer‑specific operational requirements.
• Coordinate approved changes and planned maintenance activities from the NOC perspective, validate monitoring impact, track execution status and ensure required start, progress, completion, rollback or extension communications are issued.
• Review ticket quality, event‑to‑ticket compliance, troubleshooting evidence, timelines, work notes, assignment accuracy and closure information; coach engineers on identified quality gaps.
• Prepare and validate shift, daily, weekly and monthly operational inputs covering major incidents, SLA/KPI performance, alert volumes, recurring events, escalations, service risks and improvement actions.
• Maintain accurate shift handover records, operational logs, known‑issue registers, escalation contacts, SOPs, runbooks and knowledge articles, ensuring information remains current and usable by all shifts.
• Identify recurring alarms, incident patterns, monitoring gaps, false positives and operational inefficiencies and work with technical teams and management to drive problem management, tuning, automation and continuous improvement.
• Support onboarding, knowledge transfer, shadowing/reverse‑shadowing and service transition activities for new customers, technologies and monitoring scope, ensuring operational readiness before handover to steady‑state support.
• Coach…