NOC Team leader

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 shift
• Conduct shift handover briefings, ensuring continuity of open incidents and priorities
• Monitor team adherence to schedules, break/lunch coverage, and shift staffing levels
• Provide real-time coaching, floor support, and escalation guidance during the shift
• Conduct performance check-ins, attendance tracking, and initial-level disciplinary documentation in coordination with HR
• Own escalations for major incidents (P1/P2) during the shift, coordinating cross-functional response
• Ensure incidents are triaged, ticketed, and routed according to defined runbooks and SOPs
• Act as the point of contact for client escalations during shift hours
• Ensure 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 documentation
• Ensure 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 handling
• Identify recurring issues and recommend process improvements
• Support NOC Manager in preparing shift performance reports and metrics reviews
• Own 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 environments
• Maintain and update shift-level knowledge base articles, runbooks, and SOPs
• Cross-train team members to build shift resiliency and coverage flexibility
• Enforce change management, access control, and security protocols during shift operations
• Ensure compliance with client contractual requirements and internal policies
• Support audits and compliance reviews (e.g., SOC 2, ISO 27001) as required
• Maintain accurate shift logs, incident records, and handover documentation

What are the required qualifications for a NOC Team Leader ?

• 2–4 years of experience in a NOC, IT Operations, or Network Support environment
• 1+ years in a lead, senior analyst, or informal supervisory capacity
• Strong 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 incidents
• Familiarity with monitoring and ticketing platforms (e.g., SolarWinds, ServiceNow, Zabbix, Nagios, Datadog)
• Strong incident management and escalation-handling skills
• Ability to work rotating shifts, weekends, and holidays as required by 24/7 operations
• Strong 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 equivalent
• Experience supporting BPO/managed services clients across multiple accounts
• Prior experience mentoring or leading a team of 5–15 analysts

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space
• Free lunch provided daily

Experience 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:

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. 

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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