Job description
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.
Duties and Responsibilities:
Team Leadership & Operations Oversight
• 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
Incident and Escalation Management
• 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
Client & Stakeholder Communication
• 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
Process Improvement & Quality Assurance
• 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
· 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
Advantageous or Nice to haves:
· 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
