NOC Engineer Team Leader  

Team Leader Responsibilities:

• Supports team manager when manager is absent or out of office
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
• Coach, mentor, and train NOC team and new employees together with NOC Manager
• Monitor team performance and report on metrics to line manager
• Will be part of the “On-Call” team for any urgent/critical incidents

Your main job duties:

• Oversee day-to-day NOC operations, escalations, ticketing, and communications
• Leverage incident management best practices and process frameworks, to drive continual process improvement.
• Direct the troubleshooting of major system issues, leading the incident management process
• Work directly with departmental leads to determine service level objectives
• Maintain and update training material, systems documentation and procedures / processes
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• In-charge or ticket/incident priorities and manage many open cases
• Rapidly establish a good working relationship with customers and other professionals, together with the internal technical/dev team
• Follows Best practices for case management and encourages others to do the same – can propose changes in the policies and rules applied within Customer Support.

Professional requirements:

• Proven work experience as a Technical Support lead, NOC lead, Technical Manager or
• Similar role for at least 2 years
• Ability to adapt easily in an active team;
• Ability to solve and manage a wide range of issues;
• Ability to evaluate, prioritize issues and to solve or delegate them when needed;
• Excellent communication skills;
• Excellent English (written and spoken) skills;
• Hands-on experience with Windows/Linux/Mac OS environments both desktop and mobile platforms
• Good understanding of networks, computer systems, mobile devices and other tech products
• Familiarity with help desk solutions and monitoring applications

Knowledge in Jira ticketing system/project management and Confluence documentation