NOC Shift Lead (L2 Supervisor)

We are seeking a proactive and technically strong NOC Shift Lead (L2 Supervisor) to oversee Network Operations Center shift activities and ensure seamless operational continuity. The ideal candidate will supervise L1 operators, manage incident escalations, validate technical issues before further escalation, and act as the duty manager during assigned shifts.

This role requires strong operational discipline, technical troubleshooting capability, and the ability to ensure accurate documentation and smooth shift transitions.

Key Responsibilities

• Supervise and provide technical guidance to L1 NOC Operators during assigned shifts.
• Ensure strict adherence to SOPs, operational processes, and defined escalation matrices.
• Perform incident validation and technical triage before escalating to L3 or engineering teams.
• Monitor incidents to ensure SLA compliance and timely resolution.
• Lead shift handover meetings and provide detailed operational status updates.
• Maintain accurate and complete incident logs within the ITSM system.
• Support Root Cause Analysis (RCA) activities and continuous improvement initiatives.
• Act as the shift duty manager, ensuring operational stability and quick decision-making during critical incidents.

Required Experience

• 57 years of experience in IT Operations or Network Operations Center (NOC) environments.
• Minimum 2 years in a supervisory, senior analyst, or shift lead role.
• Experience working in 24x7 operational environments is preferred.

Technical Skills & Competencies

• Strong incident triage and troubleshooting skills.
• Solid technical understanding of:
• Networking (routing, switching, firewalls)
• Servers (Windows/Linux)
• Virtualization or Cloud platforms
• Familiarity with ITSM tools and ticketing systems.
• Strong analytical thinking and structured decision-making skills.
• Ability to work under pressure and manage critical incidents effectively.
• Excellent communication and reporting skills.

Certifications

• ITIL v4 Foundation (Mandatory)
• CCNA / VMware VCP / Microsoft Azure Administrator (Preferred)

Key Deliverables

• Detailed shift handover reports
• Escalation tracking logs
• Incident validation records
• Contribution to Root Cause Analysis (RCA) documentation

Key Performance Indicators (KPIs)

• Percentage of incidents resolved within SLA
• Accuracy in incident categorization and prioritization
• Escalation efficiency (timeliness and correctness)
• Quality and completeness of shift documentation