NOC Team Leader – 1st Line

​We are recruiting for a NOC Team Leader – 1st Line.

As a Network Operations Centre (NOC) Team Lead, you will be part of a 25+ member NOC team that monitors, maintains, troubleshoots and resolves both routine and complex network issues in a timely and efficient manner for our contracted customer base. The NOC Team Lead will be responsible for ensuring a high-quality service delivery with maximum operational performance, and to ensure support steps are in place to develop and support current and future standards.

Key Responsibilities:

  • Leading, motivating and developing a team of onsite and remote NOC Engineers;
  • Ensuring the NOC team are following best practice for incident, problem, service and change request management as outlined in The Standard Operating Procedure (SOP);
  • Oversight of team tasks including investigation, troubleshooting, diagnoses, resolution and recovery to minimise impact to customers;
  • Driving a culture of Customer Excellence and Continual Service Improvement within the team;
  • Identifying, developing, communicating, and implementing process changes within the NOC;
  • Acting as a point of escalation for the NOC team;
  • Acting as a point of escalation for customers and internal stakeholders as required including participating in the On Call management rota for out of hours escalations;
  • Provide input into Service Transition to ensure successful go-live of Managed Service contracts;
  • Work with the Service Management teams to identify opportunities for improvement within customers;
  • Recruitment and on-boarding of employees.

Knowledge and Experience:

  • Extensive experience in a NOC or similar working environment
  • Proven track record of leading teams
  • Exceptional interpersonal, communication, initiative and leadership abilities
  • Effective analytical, planning, organisational, and documentation skills
CAE Recruitment
CAE Recruitment
jobs@thisiscae.com