Network Operations Center (NOC) Technical Leader

Roles & Responsibilities A NOC Technical Leader is responsible for overseeing network operations, ensuring service availability, managing incident response, leading the NOC team, and driving operational excellence. 1. Network Monitoring & Operations Oversee 24x7 monitoring of network infrastructure, servers, applications, and services. Ensure proactive identification and resolution of network issues. Monitor network performance, availability, capacity, and security events. Review and validate critical alerts and escalations. 2. Incident Management Lead the response to major incidents and service outages. Coordinate troubleshooting activities across technical teams and vendors. Ensure timely restoration of services within agreed SLAs. Conduct Root Cause Analysis (RCA) and implement preventive actions. Chair incident review and post-mortem meetings. 3. Team Leadership & People Management Manage and mentor NOC engineers and analysts. Conduct performance reviews and provide coaching. Develop training plans to enhance technical competencies. Manage shift coverage, roster planning, and resource allocation. Foster a culture of accountability and continuous improvement. 4. Escalation Management Act as the highest operational escalation point for critical issues. Coordinate with internal stakeholders, customers, and third-party vendors. Ensure proper communication during service disruptions. Escalate risks and critical issues to senior management when required. 5. Service Delivery & SLA Compliance Ensure adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and KPIs. Monitor service performance metrics and operational dashboards. Drive improvements in Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR). Prepare service health and operational performance reports. 6. Change & Problem Management Review and approve network changes from an operational perspective. Assess risks associated with planned activities. Participate in CAB (Change Advisory Board) meetings. Identify recurring issues and drive permanent fixes through problem management. 7. Stakeholder & Customer Management Serve as a key point of contact for customers during critical incidents. Provide operational updates and status reports. Build strong relationships with business units and support teams. Participate in governance and operational review meetings. 8. Reporting & Documentation Prepare daily, weekly, and monthly operational reports. Maintain SOPs, troubleshooting guides, and runbooks. Track incident trends and recommend improvement initiatives. Ensure accurate documentation of network architecture and operational processes. 9. Continuous Improvement Identify automation opportunities to reduce manual effort. Drive process optimization initiatives. Implement monitoring enhancements and operational best practices. Support service transition and onboarding of new technologies. 10. Technical Responsibilities Maintain expertise in: oRouting & Switching (Cisco, Juniper, Arista) oWAN, SD-WAN, MPLS oFirewalls and Network Security oWireless Networks oDNS, DHCP, IPAM oData Center and Cloud Networking (Azure, AWS, GCP) oMonitoring Tools (SolarWinds, PRTG, Zabbix, Nagios, LogicMonitor, Splunk) Support architecture reviews and technical decision-making.