ITOC Team Lead

Role purpose

Core responsibilities

• Lead real-time monitoring of critical IT services, infrastructure, cloud platforms, security alerts and business applications.
• Act as shift-level incident lead, coordinate technical bridges, assign actions and drive incidents toward restoration.
• Perform triage across network, Windows/Linux, virtualization, database, middleware, backup, storage and application layers.
• Engage escalation teams, vendors, network providers and service owners while retaining incident ownership.
• Prepare operational updates, outage notifications and resolved communications.
• Manage shift priorities, handovers, active incidents, maintenance and operational risks.
• Create and improve runbooks, escalation matrices, alert procedures and knowledge articles.
• Support post-incident reviews, corrective actions and problem-management tracking.
• Track alert, incident, SLA, MTTA, MTTR, handover and automation metrics.
• Improve alert thresholds, coverage, routing and monitoring quality.
• Support safe automation using scripts, APIs, workflows or AI-assisted tooling.
• Coach junior ITOC engineers and support onboarding and knowledge transfer.

Experience and qualifications

• Seven to ten years of experience in ITOC/NOC/SOC, infrastructure operations, network operations, application operations or enterprise monitoring.
• Bachelor's degree in computer science, information technology or engineering, or equivalent practical experience.
• ITIL Foundation or higher, with knowledge of BGP, VMware, Linux and Windows administration, and F5 BIG-IP.
• Experience using Datadog, ServiceNow and SolarWinds.
• Financial services, regulated environments, global operations, follow-the-sun support and 24x7 support are listed as domain exposure.

Working environment

• The working environment requires four days in the office per week.

Company overview