Team Lead - Monitoring Tools, Event Monitoring

Job Summary

Operational Leadership: The NOC Lead manages daily priorities and tasks within the NOC, ensuring network stability and service continuity. They oversee ticket handling, monitor network events, and coordinate resolution of network and service-related issues \\r\\n Team Management and Development: They supervise NOC engineers and analysts, providing guidance, mentoring, and performance reviews. The NOC Lead identifies skill gaps, conducts training sessions, and ensures the workforce can meet operational demands \\r\\n Escalation and Incident Management: The NOC Lead acts as the primary point of escalation for complex network issues, coordinating with senior engineers, managers, and external stakeholders to resolve incidents efficiently \\r\\n Quality Assurance and Reporting: They regularly review ticket handling quality, generate weekly and monthly reports, and conduct QA audits. The NOC Lead also develops programs to improve operational efficiency and ensures adherence to processes and documentation standards \\r\\n Technical Expertise: A strong understanding of core networking technologies is essential, including LAN/WAN troubleshooting, MPLS, IPv6, OSPF, BGP, IPSec VPN, and GRE tunneling. They must be proficient with network monitoring tools and platforms, and capable of articulating technical issues clearly \\r\\n Process Improvement: The NOC Lead identifies broken processes, outdated documentation, and areas for operational improvement. They implement strategies to optimize workflow, reduce downtime, and enhance network performance \\r\\n Communication and Collaboration: Effective oral and written communication is critical. The NOC Lead coordinates between teams, management, and clients, ensuring smooth operations and timely updates on network status \\r\\n

Key Responsibilities

Operational Leadership: The NOC Lead manages daily priorities and tasks within the NOC, ensuring network stability and service continuity. They oversee ticket handling, monitor network events, and coordinate resolution of network and service-related issues \\r\\n Team Management and Development: They supervise NOC engineers and analysts, providing guidance, mentoring, and performance reviews. The NOC Lead identifies skill gaps, conducts training sessions, and ensures the workforce can meet operational demands \\r\\n Escalation and Incident Management: The NOC Lead acts as the primary point of escalation for complex network issues, coordinating with senior engineers, managers, and external stakeholders to resolve incidents efficiently \\r\\n Quality Assurance and Reporting: They regularly review ticket handling quality, generate weekly and monthly reports, and conduct QA audits. The NOC Lead also develops programs to improve operational efficiency and ensures adherence to processes and documentation standards \\r\\n Technical Expertise: A strong understanding of core networking technologies is essential, including LAN/WAN troubleshooting, MPLS, IPv6, OSPF, BGP, IPSec VPN, and GRE tunneling. They must be proficient with network monitoring tools and platforms, and capable of articulating technical issues clearly \\r\\n Process Improvement: The NOC Lead identifies broken processes, outdated documentation, and areas for operational improvement. They implement strategies to optimize workflow, reduce downtime, and enhance network performance \\r\\n Communication and Collaboration: Effective oral and written communication is critical. The NOC Lead coordinates between teams, management, and clients, ensuring smooth operations and timely updates on network status \\r\\n

Skill Requirements

1. Strong Understanding Of Monitoring And Event Monitoring Tools And Technologies.

2. Proficiency In Integrated Command Center Monitoring And Technical Operations Center Processes.

3. Excellent Problem-Solving Skills With A Focus On Client Satisfaction And Sla Management.

4. Proven Leadership Abilities With Experience In Team Mentoring And Project Management.

5. Familiarity With Operational Processes And Continuous Improvement Methodologies.

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation, Six Sigma Green Belt, Or Relevant Monitoring And Event Management Certifications