Shift Lead (NOC)

The NOC Shift Lead is responsible for overseeing and managing network operations during their shift. They ensure smooth incident, change, and problem management, guide and mentor the team, maintain operational processes, and coordinate with customers and leadership to meet
performance and SLA targets. The role also involves reporting, process improvements, and supporting team development and training initiatives.

• Oversee daily NOC operations, including Incident, Service Request, Change, and Problem management, ensuring SLA compliance and reducing long-pending issues.
• Validate team shift schedules, and conduct weekly operational feedback, performance reviews, and career planning.
• Facilitate CAB calls, customer meetings, and reporting on NOC performance (monthly/annual), including pre-sales support and project handovers.
• Manage asset inventory, Known Error Database, SOPs, and process improvements; identify training needs and schedule technical/process training.
• Drive recruitment planning with HR and coordinate team development, KRAs, and probation assessments.
• Generate reports (Incident/SR/Change/Problem/KB) and share service improvement plans with leadership.
• Recognize high performers and address performance gaps through RR or PIP processes.

• Knowledge of Incident, Change, Problem, and Service Request management (ITIL framework preferred).
• Hands-on experience with NOC tools, monitoring platforms, and ticketing systems.
• Good understanding of networking fundamentals (routing, switching, firewalls, VPN, wireless). Networking background preferred.
• Good leadership, mentoring, and team management skills.
• Strong analytical and problem-solving abilities with a proactive approach.
• Effective communication and customer engagement skills.
• Ability to handle escalations and work under pressure while meeting SLAs.
• Experience in report generation, documentation, and process improvement.