NOC Engineer - Team Lead - Remote

Overview

As a NOC Engineer – Team Lead, you will be responsible for overseeing a small NOC team during overnight shifts and acting as the primary escalation point for network incidents. This role is critical for maintaining service quality, ensuring SLA compliance, and providing leadership during out-of-hours operations.

In Short

• Lead and manage a team of 3 NOC Engineers during overnight shifts.
• Provide daily direction, monitoring, and support to ensure operational continuity.
• Act as the main escalation point for network-related incidents and issues.
• Review and evaluate performance metrics to ensure adherence to SLAs.
• Facilitate effective shift handovers, reporting, and documentation.
• Monitor real-time network alerts and incident queues.
• Ensure timely escalation of issues, following set protocols.
• Serve as the communication bridge between the PH team and the UK-based NOC Head.
• Help implement, enforce, and improve SOPs and escalation workflows.
• Drive a culture of quality, accountability, and customer-centric support.

Requirements

• Experience in NOC operations or similar roles.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Ability to manage incidents and escalations effectively.
• Familiarity with ticketing tools such as HubSpot or ServiceNow.
• Understanding of SLA compliance and performance metrics.
• Ability to work overnight shifts.
• Problem-solving and analytical skills.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development.
• Supportive work environment.
• Flexible work arrangements.
• Health and wellness programs.