NOC Team Lead
Key Skills for This Role
Full Job Posting
Responsibilities
- Lead and supervise NOC/EOC operations across monitoring, networks, systems, security, data center, and application support.
- Manage 24/7 shift schedules, on-call coverage, handovers, team performance, and cross-training.
- Oversee network monitoring and L2 troubleshooting for connectivity, performance, and security issues, coordinating with L3 teams and service providers.
- Manage infrastructure and application monitoring using tools such as SolarWinds, PRTG, Site24x7, and Liebert SiteScan, ensuring timely alert response and escalation.
- Oversee systems operations, SCCM activities, server patching, voice and video conferencing support, and data center operations.
- Coordinate L2 application support and escalate incidents, releases, and technical issues to the relevant teams.
- Manage incidents and service requests through ServiceNow, ensuring SLA compliance, timely escalation, and effective major incident coordination.
- Support root-cause analysis, change management, disaster recovery, and continuous service improvement.
- Prepare operational reports and maintain runbooks, shift logs, escalation matrices, and procedures.
- Lead knowledge transfer and ensure operational readiness and effective service continuity.
Requirements
- BSc degree in Computer Science, Information Technology, Computer Engineering, or a related field.
- 8+ years of IT operations experience, including at least 3 years leading a NOC, EOC, or IT operations team in a 24/7 environment.
- Strong knowledge of enterprise networking, including LAN/WAN, routing, switching, firewalls, VPNs, load balancers, and DNS.
- Experience with monitoring tools such as SolarWinds, PRTG, or Site24x7.
- Good understanding of Windows/Linux servers, data center operations, SCCM, server patching, and enterprise application support.
- Strong experience with ServiceNow and ITIL processes, including incident, problem, change, and event management.
- Proven leadership, troubleshooting, incident coordination, reporting, and stakeholder management skills.
- Strong written and verbal communication skills in Arabic and English.
- ITIL 4, CCNA/CCNP, or relevant systems and security certifications are preferred.
- Availability for out-of-hours escalations and critical incidents when required.
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