Team Lead, NOC/Networks and Systems

Work Setup: Onsite at The Sanctum, SM - North EDSA, QCSchedule: TBD (Must be open to nightshift)Target Start Date: October 05, 2026The NOC Team Leader is responsible for the day-to-day supervision of a Network Operations Center shift or team, ensuring continuous monitoring, incident response, and escalation management for client network and infrastructure environments. This role acts as the frontline leadership layer between NOC Analysts and NOC Management, driving shift performance, coaching staff, and maintaining service levels (SLAs/OLAs) for assigned accounts. The NOC Team Leader ensures operational continuity, quality of incident handling, and adherence to client and internal processes across their shift.What does a day in the life as a NOC Team Leader look like?Supervise and coordinate the daily activities of NOC Analysts/Technicians during assigned shiftConduct shift handover briefings, ensuring continuity of open incidents and prioritiesMonitor team adherence to schedules, break/lunch coverage, and shift staffing levelsProvide real-time coaching, floor support, and escalation guidance during the shiftConduct performance check-ins, attendance tracking, and initial-level disciplinary documentation in coordination with HROwn escalations for major incidents (P1/P2) during the shift, coordinating cross-functional responseEnsure incidents are triaged, ticketed, and routed according to defined runbooks and SOPsAct as the point of contact for client escalations during shift hoursEnsure customer-facing incident communications are timely, technically accurate, appropriately documented, and issued according to contractual communication intervals and escalation requirements.Drive root cause analysis (RCA) participation and post-incident review documentationEnsure proper use of monitoring, ticketing, and alerting tools (e.g., SolarWinds, Nagios, ServiceNow, Zabbix, PRTG, or client-specific platforms)Actively monitor ticket queues and incident aging throughout the shift to identify tickets approaching SLA/SLO thresholds and ensure required investigation, escalation, customer communication, and documentation activities are completed within defined timelines.Conduct quality checks on ticket documentation and incident handlingIdentify recurring issues and recommend process improvementsSupport NOC Manager in preparing shift performance reports and metrics reviewsOwn shift-level ticket queue health, including unassigned tickets, aging tickets, breached/at-risk SLA tickets, pending customer actions, escalations, and incidents requiring follow-up before shift handover.Onboard and train new NOC Analysts on tools, processes, and client environmentsMaintain and update shift-level knowledge base articles, runbooks, and SOPsCross-train team members to build shift resiliency and coverage flexibilityEnforce change management, access control, and security protocols during shift operationsEnsure compliance with client contractual requirements and internal policiesSupport audits and compliance reviews (e.g., SOC 2, ISO 27001) as requiredMaintain accurate shift logs, incident records, and handover documentationWhat are the required qualifications for a NOC Team Leader ?2–4 years of experience in a NOC, IT Operations, Systems Monitoring, or Network Support environment1+ years in a lead or informal supervisory capacityStrong working knowledge of enterprise network and infrastructure troubleshooting, including TCP/IP, DNS/DHCP, VLANs, routing and switching, WAN/Internet connectivity, VPNs, firewalls, and common application/network dependencies. Must be capable of validating analyst troubleshooting, determining appropriate escalation paths, and coordinating technical response during major incidentsFamiliarity with monitoring and ticketing platforms (e.g., SolarWinds, ServiceNow, Zabbix, Nagios, Datadog)Strong incident management and escalation-handling skillsAbility to work rotating shifts, weekends, and holidays as required by 24/7 operationsExperience with Microsoft Windows patch managementExperience in working with cloud infrastructuresStrong written and verbal English communication skills (client-facing)Preferred Qualifications:Bachelor’s degree in IT, Computer Science, Telecommunications, or related field (or equivalent experience)Industry certifications: CompTIA Network+, ITIL Foundation, Cisco CCNA, or equivalentExperience supporting BPO/managed services clients across multiple accountsPrior experience mentoring or leading a team of 5–15 analystsExperience with Solarwinds MSP, Velocloud Orchestrator, Fortimanager, LogicMonitor, PRTG, & VeeamExperience with gathering and organizing large amounts of dataExperience with recommending baseline monitoring thresholds and performance monitoring KPIs and SLAsAbility to provide monitoring tool infrastructure recommendationsCertifications (any of the following are a plus):Fortinet (FortiGate) CertificationFortinet NSE CertificationCloud Certifications (e.g., AWS, Azure, or GCP)Cisco Certified Network Associate (CCNA)CompTIA Network+ CompTIA Security+Ninja Perks and Benefits*Full time employeesCompetitive compensationAdherence to government-mandated benefitsRetirement Savings Program with Company MatchingLife InsuranceHMO on day 1Paid time off, birthday leaveBonus and incentive plansOpportunities for skills training and personal and professional developmentBeautiful office spaceFree lunch provided dailyExperience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?If you are interested, you can access your instant interview here: https://alpharun.com/i/60FvkMLZHPslNBVQ41wfF