IT Operating Mgr

NOC Team Lead

Key Responsibilities

Team Leadership

• Supervise, mentor, and coach NOC engineers and technicians.
• Create and manage shift schedules to ensure 24/7 operational coverage.
• Conduct performance evaluations, identify training needs, and execute employee development plans.

Network Monitoring & Incident Management

• Oversee real-time monitoring of network systems, servers, and business-critical applications.
• Ensure swift incident detection, escalation, and resolution aligned with SLAs.
• Establish and maintain standard operating procedures (SOPs) for incident and problem management.

Process Improvement

• Continuously evaluate and refine operational processes and workflows.
• Analyze operational trends to identify recurring issues and implement long-term solutions.
• Collaborate with cross-functional IT teams for end-to-end incident and change management.

Reporting & Documentation

• Maintain accurate incident logs, root cause analyses, and operations reports.
• Provide detailed system health and performance KPIs to senior leadership.
• Ensure documentation of procedures and infrastructure remains current and accessible.

Tool & Technology Management

• Oversee the deployment, tuning, and maintenance of network monitoring tools.
• Evaluate and recommend new tools and technologies to enhance operational efficiency.
• Ensure compliance with IT policies, including security, risk, and operational standards.

Qualifications

Required:

• 5+ years of experience in IT infrastructure or network operations.
• 2+ years in a team lead, supervisor, or managerial role.
• Strong knowledge of:
• Network infrastructure (TCP/IP, DNS, VPN, firewalls)
• System monitoring tools (e.g., SolarWinds, Nagios, Zabbix)
• ITSM/ITIL incident, change, and problem management
• Excellent leadership, communication, and decision-making skills.
• Ability to thrive in a fast-paced, 24/7 operational environment.
• Strong problem-solving and analytical capabilities.