Team Leadership & Management

Lead, mentor, and support a team of NOC engineers across all shifts.
Set priorities, distribute tasks, and ensure proper workload balance within the team.
Drive professional development through training, coaching, and ongoing feedback.
Conduct periodic 1:1 meetings, performance evaluations, and goal-setting.
Recruit, onboard, and integrate new NOC engineers into the team.
Build and maintain a culture of accountability, high performance, and service quality.

Operational Oversight

Own the day-to-day operations of the entire NOC function, ensuring consistent monitoring, alert handling, and operational routine execution.
Ensure all teams consistently follow predefined procedures, escalation paths, and runbooks.
Validate and improve health checks, monitoring dashboards, and operational KPIs.
Oversee shift handovers, ensuring accuracy, clarity, and continuity of operations.

Incident Management

Serve as the primary incident coordinator for major incidents (P1/P2) and oversee response efforts across shifts.
Ensure correct triage, prioritization, and mitigation actions by the team.
Coordinate escalation to Tier 2/3, Infrastructure, Security, and relevant stakeholders.
Lead post-incident reviews, ensuring documentation, root cause analysis, and follow-up action items are completed.

Service Quality & Continuous Improvement

Monitor team performance, SLAs, and KPIs; ensure targets are met or exceeded.
Identify recurring issues, monitoring gaps, or operational inefficiencies and drive improvement initiatives.
Own and update NOC processes, SOPs, runbooks, and documentation.
Collaborate with cross-functional teams (Infrastructure, Networking, Security, DevOps, etc.) to enhance system reliability and monitoring coverage.
Proactively recommend improvements to monitoring, alerting, automation, and NOC workflows.

Communication & Reporting

Provide clear and consistent communication to management regarding incidents, trends, risks, and operational status.
Deliver daily/weekly operational reports, including incident summaries and team performance insights.
Represent the NOC function in internal meetings, service reviews, and cross-team coordination sessions.

Desired Background

Bachelor's Degree in Computer Science, Information Systems, IT, Electrical Engineering, or related field; Master's preferred; or equivalent work experience.
Certifications: ITIL (v3/4), CCNA, CISSP, PMP, or Agile.
Proven experience leading or managing technical teams in a NOC, Operations, or Monitoring environment (minimum 3+ years leading teams in 24x7 SaaS/web production settings).
10+ years extensive NOC experience with various systems
Strong troubleshooting expertise across network, system, cloud, application stacks, database management, batch jobs, and production schedules.
Experience with Linux system administration (logs, services, resource usage, shell scripting/command line) and Windows Server fundamentals.
Familiarity with cloud platforms (AWS, Azure, GCP) and cloud monitoring concepts.
Hands-on experience with monitoring/alerting platforms (Icinga, Prometheus, Grafana, PagerDuty, LogicMonitor, or equivalent) and application/web servers (Apache Tomcat, IIS).
Ability to interpret logs, alerts, metrics, telemetry data, and guide team troubleshooting.
Experience with ticketing/incident/problem management tools (Jira, ServiceNow).
Excellent communication skills (high proficiency in English, written/verbal), high situational awareness, calm decision-making under pressure, time management, organizational skills, and ability to handle multiple tasks with minimal supervision.
Ability to work flexible schedules across shifts.

Good To Have:

Knowledge of key network protocols (TCP/IP, UDP, DNS, HTTP/S, SSH, BGP fundamentals, FTP) and utilities (Telnet, CURL).
Understanding of VPNs, firewalls, load balancers, proxies, and general IT infrastructure.

Team Leader - NOC