JOB SUMMARY
The NOC Team Lead is responsible for ensuring the efficient and uninterrupted functioning of our network infrastructure. The role is pivotal in overseeing network monitoring, troubleshooting, and issue escalation while providing vital support to the Engineering department. Through effective leadership and collaboration, to ensure the delivery of reliable and high-quality network services to our customers 24/7.

MAIN RESPONSIBILITIES

• Ensures immediate escalation and notification to relevant stakeholders for network issues and outages.

• Interfaces with engineers on network outages and oversees coordination until resolution. 

• Ensures up to date tracking of NOC KPI’s including all HSE objectives.

• Assigns monthly NOC schedules and coordinates shift reassignments.

• Manages overtime, leave tracking and submission.

• Actively tracks cases breaching established KPI’s.

• Prepares RFO’s Maintenance notices and post incident reports.

• Validates resolution notes on case closures.

• Ensures the proper cataloguing of all MOP’s carried out.

• Regularly updates all NOC manuals, policies, procedures, and related documents.

• Generates reports, cases, and network documentation for Network Systems Engineer.

• Works on special projects assigned by Senior Network Engineer/Network System Engineer.

• Leads NOC team to meet network availability KPI’s and ticket handling objectives while providing hands-on leadership during network events.

• Assists in troubleshooting escalated customer circuit issues.

• Oversees or requests access rights and permission policies for members of the NOC staff. 

• Assists in projects through cross-functional teams, interfaces with other departments and devises effective reporting tools where needed. 

• Analyzes business metrics and determines best way to monitor, report and troubleshoot issues.

• Serves as notification point for team members 24/7

• Facilitates the onboarding of new NOC technicians

REQUIREMENTS

• Must possess a Bachelor's Degree in Computer Science, Information Technology, Engineering or related technical field.

• CCNA certification would be an asset.

• Must possess atleast three (3) or more years’ experience working in a direct Network Operation Centre environment. 

• Ability to understand network infrastructure components, including routers, switches, and FTTH/GPON Access Technology would be an asset.

• Must be able to work efficiently in a fast-paced environment with shifting priorities.