NOC Engineer - Team Lead

Summary

Join our team as a NOC Engineer – Team Lead and oversee a small team during overnight shifts, acting as the primary escalation point for network incidents. This crucial role ensures service quality, SLA compliance, and provides leadership during out-of-hours operations. You will lead and manage a team, provide daily support, act as the escalation point for network issues, review performance metrics, and facilitate shift handovers. Responsibilities also include monitoring network alerts, escalating issues, identifying mishandled tickets, and supporting incident response. You will serve as a communication bridge between teams and clients, providing reports and feedback. Finally, you will help improve SOPs, suggest improvements to ticketing tools, and foster a culture of quality support.

Requirements

• A minimum of 3-5 years’ experience managing or leading a team in managing or leading a team in a NOC or network operations environment
• Background in telecom or network services industry
• Strong understanding of IP services, wavelength services, and optical networking
• Familiar with escalation handling, SLA compliance, and incident prioritization
• Excellent customer-facing and stakeholder communication skills
• Experience supporting operations during night shifts or in a global support model

Responsibilities

• 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 during the shift
• Review and evaluate performance metrics, ensuring adherence to SLAs and response time standards
• Facilitate effective shift handovers, reporting, and documentation
• Monitor real-time network alerts and incident queues
• Ensure timely and appropriate escalation of issues, following set protocols
• Identify and flag delayed or mishandled tickets and guide the team toward corrective action
• Support incident response tracking, escalation handling, and follow-ups as needed
• Serve as the communication bridge between the PH team and the UK-based NOC Head
• Communicate clearly with internal stakeholders and, when needed, external clients
• Provide periodic reports and feedback on team performance, escalation patterns, and ticket metrics
• Help implement, enforce, and improve SOPs and escalation workflows
• Suggest and support improvements in ticketing tools (e.g., HubSpot, ServiceNow)
• Drive a culture of quality, accountability, and customer-centric support

Preferred Qualifications

• CCNA and ITIL Certifications
• Hands-on knowledge of routers, switches, and basic configurations (non-essential but a plus)
• Experience with network monitoring and alerting tools such as Zabbix, SolarWinds, or similar
• Familiarity with ticketing systems like HubSpot or ServiceNow
• Stakeholder reporting and data analysis experience
• Exposure to Adtran platforms is a bonus