NOC Team Lead – IT Operations

4–7 years in NOC or IT operations, including at least 2 years in a team lead or supervisory role

AED 17,000 per month, all-inclusive without family benefits

24/7 operations, including rotating shifts and on-call support

We are seeking an experienced NOC Team Lead to oversee Level 1 monitoring, incident response, and operational coordination across enterprise applications, networks, security, infrastructure, and end-user systems.

The successful candidate will lead and develop the L1 support team, maintain service level agreement (SLA) compliance, coordinate major incidents, and ensure effective escalation to L2/L3 support teams.

This role combines team leadership with hands-on technical support during peak workloads, critical incidents, and operational escalations.

• Lead, mentor, and coach L1 NOC engineers to meet service quality and performance targets.
• Coordinate shift activities, workload allocation, and handovers to maintain uninterrupted 24/7 coverage.
• Provide technical guidance on alert investigation, initial troubleshooting, incident prioritization, and escalation.
• Identify training needs and deliver coaching, knowledge-sharing sessions, and operational training.

• Oversee real-time monitoring of applications, networks, infrastructure, and endpoints using SolarWinds, Dynatrace, and Nexthink.
• Ensure alerts are promptly validated, investigated, and recorded in ServiceNow.
• Confirm incidents are accurately categorized and prioritized according to business impact and urgency.
• Perform hands-on L1 troubleshooting and support when operational requirements demand.
• Coordinate timely escalations to L2/L3 teams with clear troubleshooting evidence and supporting documentation.

• Oversee the incident lifecycle from detection and logging through investigation, service restoration, and closure.
• Monitor ServiceNow queues to maintain response and resolution SLAs.
• Lead major incident coordination, engaging the appropriate technical teams and driving actions toward service restoration.
• Maintain regular stakeholder updates covering business impact, investigation progress, and recovery status.
• Confirm service restoration with relevant teams before incident closure.
• Conduct post-incident reviews and coordinate follow-up actions with Problem and Change Management teams.

• Prepare daily, weekly, and monthly reports on incident volumes, SLA performance, recurring issues, and team productivity.
• Identify operational trends, process gaps, and opportunities to improve response times and service quality.
• Work with technical teams to address recurring incidents and support root-cause investigations.
• Maintain compliance with incident management procedures and documentation standards.

• Maintain standard operating procedures, troubleshooting guides, escalation matrices, and knowledge base articles.
• Ensure incident records clearly document investigation activities, resolution steps, and handover details.
• Coordinate with application, infrastructure, network, security, and development teams to resolve service issues.
• Manage operational escalations and communicate effectively with users, technical teams, and management.

• 4–7 years of experience in NOC operations, IT operations, or enterprise technical support.
• At least 2 years of experience leading or supervising a technical support or NOC team.
• Hands-on experience with SolarWinds, Dynatrace, Nexthink, and ServiceNow.
• Solid understanding of enterprise IT infrastructure, applications, networks, and end-user systems.
• Practical experience in incident management, major incident coordination, escalation handling, and SLA monitoring.
• Strong troubleshooting, prioritization, decision-making, and team leadership skills.
• Excellent communication skills, including the ability to provide clear updates during critical incidents.
• Willingness to work rotating shifts and participate in on-call support within a 24/7 environment.

• ITIL Foundation, CompTIA Network+, or equivalent relevant certification.
• Previous experience supporting business-critical services in a 24/7 environment.
• Familiarity with Problem Management, Change Management, post-incident reviews, and continuous service improvement.

Network Operations Center (NOC) / IT Operations / Team Leadership / Incident Management / Major Incident Management / ServiceNow / SolarWinds / Dynatrace / Nexthink / IT Service Management