Team Lead: NOC (Internal)

SUMMARY:
PURPOSE:
To lead and manage the NOC team responsible for monitoring, supporting, and maintaining network and service availability across the business in a 24/7 shift environment. The Team Lead: NOC ensures incidents are managed efficiently, escalations are handled appropriately, SLAs are achieved, and continuous improvement initiatives are implemented to enhance operational performance and customer experience.

POSITION INFO:
FORMAL EDUCATION:

• Grade 12
• IT Qualification Diploma/Degree (advantageous)

• Minimum 3–5 years’ experience within a NOC or IT Operations environment.
• Minimum 1–2 years’ experience in a supervisory or leadership role.
• Solid experience managing incidents in a high-pressure operational environment.
• Solid experience working with monitoring tools and ticketing systems.
• Strong understanding of:
  • Networking concepts (LAN/WAN/MPLS/VPN/SD-WAN)
  • Routing and switching
  • Network monitoring tools
  • Incident management processes
  • SLA and KPI management

• ITIL v3 Foundation Certification
• CompTIA Network+
• Professional certifications such as CCNA, CCNP etc. (advantageous)
• Experience with non-Cisco products and technologies such as Huawei, Fortinet, Juniper etc. (advantageous)
• Microsoft or Linux certifications (advantageous)

• Lead daily NOC operations and ensure 24/7 monitoring coverage.
• Manage incident handling, escalation processes, and major incident coordination.
• Ensure adherence to SLA, OLA, and KPI targets.
• Monitor network performance, availability, alarms, and service degradation.
• Coordinate with internal technical teams, vendors, and service providers to resolve incidents.
• Ensure proper ticket management and accurate documentation within service management systems.
• Conduct shift handovers and operational briefings.

• Supervise and support NOC Analysts.
• Manage team schedules, attendance, leave, and shift planning.
• Provide coaching, mentoring, and performance feedback.
• Conduct regular one-on-one sessions and team meetings.
• Identify training needs and support skills development.
• Foster a high-performance and customer-focused culture.

• Drive proactive monitoring and early fault detection.
• Ensure root cause analysis (RCA) is completed for major incidents.
• Support problem management initiatives to reduce repeat incidents.
• Escalate critical outages and risks to management promptly.
• Participate in disaster recovery and business continuity activities.

• Prepare operational reports and dashboards.
• Analyse trends, recurring incidents, and performance metrics.
• Identify opportunities for automation and process optimisation.
• Support audits, compliance requirements, and operational governance.
• Maintain and improve operational procedures and knowledge articles.

• Strong leadership and decision-making skills
• Excellent communication and stakeholder management
• Problem-solving and analytical thinking
• Ability to work under pressure
• Strong customer service orientation
• Attention to detail
• Time management and prioritisation
• Accountability and ownership
• Conflict Handling