NOC Team Lead

Job Overview

The NOC Team Lead will manage and oversee daily 24x7 operations at the Network Operations Center to guarantee continuous monitoring, prompt incident response, service restoration, SLA compliance, and efficient communication for Malomatia's managed-services clientele. They provide both technical and operational leadership to the NOC engineers, serve as the main escalation point during shifts, coordinate major incident management with resolver groups and customers, and ensure all events, incidents, service requests, and changes follow ITIL standards, SOPs, and contractual obligations.

Key Responsibilities

• Lead and oversee NOC team operations including 24x7 service coverage, shift preparedness, workload distribution and seamless handovers.
• Ensure ongoing monitoring across customer infrastructure, networks, cloud services, and applications through approved tooling.
• Serve as first escalation for operational and technical issues; guide event validation, troubleshooting, impact evaluation, ticket handling, and escalation processes.
• Coordinate NOC responses for critical incidents (P1/P2), engaging correct teams, managing escalations, communicating with stakeholders and restoring service under SLA timelines.
• Maintain accurate ITSM ticket records ensuring proper categorization, prioritization, assignment, updates, and closure.
• Track SLA adherence and intervene proactively on tickets near thresholds, escalating risks to avoid breaches.
• Oversee incident lifecycle from detection until restoration coordinating with vendors and confirming system stability.
• Uphold strict compliance with Incident, Event, Major Incident, Change, Problem, and Service Request processes, escalation rules and SOPs.
• Coordinate changes and planned maintenance activities, validating monitoring impact and supervising communication flow.
• Evaluate ticket quality, event-to-ticket compliance, troubleshooting detail, and coaching NOC engineers to enhance outputs.
• Prepare and validate operational reports including major incidents, SLA/KPI performance, alerts volume, escalations and improvement initiatives.
• Maintain comprehensive documentation such as shift handovers, operational logs, known issues, escalation contacts, SOPs, runbooks, and knowledge articles.
• Identify recurring alerts and operational inefficiencies, collaborating with teams to enable problem management, automation, and continual improvement.
• Support onboarding and knowledge transfer for new customers, technologies, and monitoring scopes.
• Coach and develop engineers through mentoring, feedback, training sessions and identifying skill gaps.
• Manage roster planning, attendance, and shift compliance ensuring uninterrupted service delivery.
• Maintain professional communication channels with customers, internal teams, vendors and management especially during high-impact incidents.
• Ensure adherence to corporate policies, security, access control, quality standards and ISO/ITSM governance.
• Champion automation and operational efficiency by introducing event correlation, auto-ticketing and other approved AIOps solutions.
• Perform additional leadership activities required for Managed Monitoring Services success.

Required Qualifications

• At least 5 years of experience in NOC, infrastructure operations or managed services, with minimum 2 years in a leadership or shift-lead role.
• Strong background in 24x7 enterprise or government IT environments supporting multi-technology and critical services.
• In-depth knowledge of monitoring and observability platforms, event management, ITSM ticket processes and major incident coordination.
• Sound technical expertise in LAN/WAN, network devices, firewalls/load balancers, Windows/Linux servers, virtualization, storage solutions, backup, cloud, and enterprise applications.
• Practical familiarity with ITIL frameworks including Incident, Event, Problem, Change, Request and Major Incident Management.
• Proven skills in managing SLA/KPI adherence, shift operations, ticket quality assurance, operational reporting and customer communications.
• Capability to lead high-impact incidents under pressure, coordinate cross-technical teams and give clear business impact updates.
• Experience creating and maintaining SOPs, runbooks, knowledge bases, escalation matrices and shift handover documents.
• Strong analytical skills to detect recurring problems, monitoring limitations, operational risks and identify automation opportunities.
• Demonstrated leadership aptitude including coaching, task distribution, performance management, conflict handling and team growth.
• Excellent communication skills in English; knowledge of Arabic is advantageous.

About Malomatia

Malomatia is a leading Qatari IT services and solutions company, uniting local and international professionals to deliver cutting-edge, end-to-end technological solutions that support clients' strategic objectives. Founded in 2008, Malomatia drives digital transformation across key sectors such as Government, Healthcare, Education, Customs, and Transportation with expertise in cloud, cybersecurity, AI, and contact center excellence. The organization operates with core values of ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation to foster a smarter society through technology.