NOC Team Lead

Overview

The NOC Team Leader is charged with managing the 24/7 operations of the Network Operations Center, ensuring ongoing monitoring, prompt incident handling, service recovery, SLA compliance, and effective communication for Malomatia's managed service clients. This position involves guiding the NOC engineers technically and operationally, serving as the main escalation source during shifts, coordinating major incidents with support teams and customers, and ensuring that all processes comply with ITIL standards, SOPs, and contractual commitments. The leader also enhances ticket quality, enforces shift discipline, fosters knowledge management, drives operational reporting, develops team capabilities, and promotes continual service enhancements.

Key Responsibilities

• Manage and oversee the NOC team across shifts ensuring round-the-clock service coverage, shift preparedness, workload distribution, and smooth handovers.
• Continuously monitor customer infrastructure including networks, cloud services, applications, and other monitored systems utilizing approved platforms.
• Serve as the initial escalation authority for NOC engineers providing expert guidance on event validation, troubleshooting, impact evaluation, ticket categorization, and escalation procedures.
• Lead response efforts for high priority incidents (P1/P2), coordinating resolver teams, escalating management appropriately, communicating with stakeholders, and ensuring timely service restoration per SLAs.
• Guarantee all alerts and customer issues are accurately logged into the ITSM system with proper categorization, prioritization, assignment, ongoing updates, and final closure.
• Monitor SLA compliance in real time, proactively managing tickets nearing response or resolution deadlines and escalating risks to avoid breaches.
• Maintain incident ownership from detection to resolution from the NOC perspective, collaborating with vendors and support teams and confirming monitoring normalization.
• Ensure compliance with procedures covering Incident, Event, Major Incident, Change, Problem, and Service Request management along with communication protocols and escalation paths.
• Coordinate change and maintenance activities by validating monitoring impact, tracking progress, and issuing necessary communications regarding start, status, completion, rollback, or extensions.
• Review ticket quality including event-to-ticket accuracy, troubleshooting details, timelines, assignments, and closure information; mentor engineers to address identified gaps.
• Generate and verify operational reports and shift reports summarizing incident trends, SLA/KPI adherence, alert volumes, recurring issues, escalations, risks, and improvement measures.
• Maintain comprehensive and up-to-date shift handover documents, operational logs, knowledge bases, escalation contacts, SOPs, and runbooks for consistent team use.
• Analyze recurring alerts, patterns, and operational inefficiencies in collaboration with technical teams to support problem management, tuning, automation, and service improvements.
• Assist onboarding efforts for new customers and technologies to ensure operational preparedness prior to steady-state support transition.
• Develop NOC engineers by providing coaching, performance feedback, training, and planning for individual growth and skill enhancement.
• Administer shift scheduling, attendance monitoring, leave coordination, and ensure uninterrupted service delivery adhering to contractual terms.
• Maintain professional interactions with customers, internal teams, vendors, management, and other stakeholders, especially during critical incidents and escalations.
• Enforce adherence to company policies, security standards, access controls, quality procedures, and relevant governance frameworks including ISO and ITSM.
• Encourage automation of routine activities through event correlation, auto-ticketing, notification processes, dashboard creation, and other AIOps applications.
• Fulfill any additional leadership and operational duties necessary to support Managed Monitoring Services and uphold customer commitments.

Experience & Skills Required

• At least five years’ experience in NOC, infrastructure operations, or managed services with a minimum of two years in a senior leadership role such as shift lead or team lead.
• Extensive operational expertise in 24/7 environments supporting diverse technologies and critical business services.
• In-depth knowledge of NOC operations including monitoring, event management, ITSM ticket handling, escalation, and major incident coordination.
• Solid technical understanding of LAN/WAN, networking equipment, firewalls, load balancers, Windows and Linux servers, virtualization, storage, backups, cloud environments, and enterprise applications.
• Practical application of ITIL principles for Incident, Event, Problem, Change, Request, and Major Incident Management.
• Proven ability in monitoring SLA/KPI metrics, managing shifts, ensuring ticket quality, operational reporting, and customer communications.
• Capable of leading urgent, high-impact incidents, coordinating multi-disciplinary teams, and conveying clear business impact updates.
• Experience creating and managing SOPs, runbooks, knowledge documentation, escalation matrices, and shift handover records.
• Strong analytical skills for identifying incident trends, monitoring deficiencies, risk areas, and opportunities for process automation and improvement.
• Demonstrated leadership skills including coaching, task delegation, conflict resolution, and fostering team development.
• Excellent English communication skills, both written and spoken; Arabic proficiency is a plus.

About Malomatia

Malomatia, a premier IT services and solutions provider in Qatar since 2008, unites top Qatari and international professionals to deliver cutting-edge, comprehensive technology solutions enabling clients to meet strategic objectives. The company is dedicated to accelerating digital transformation across key sectors like Government, Healthcare, Education, Customs, and Transportation, driving innovation in cloud, cybersecurity, AI, and contact center services, all while supporting Qatar’s vision for a sustainable technological future.