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Network Operations Center Team Lead

4 weeks ago

Metro Manila Philippines SYSGEN RPO Full time

Sysgen RPO is hiring NOC Team Lead for direct hire with client

About the job:

  • Direct hire with client
  • Permanent role

Job Requirements:

  • Lead and supervise the NOC Monitoring team in monitoring and maintaining network & system infrastructure, ensuring high availability and performance, and driving continuous improvement in processes and results.
  • Provide strong leadership and direction to the NOC Monitoring engineers, ensuring coverage and efficient operations 24/7.
  • Oversee both technical and people management aspects, ensuring the team is well supported and motivated.
  • Resolve Level 1 and 2 network and system support cases, incidents, and work orders associated with end-user issues, physical, on-prem, and cloud infrastructure, and project related tasks following defined SLAs.
  • Mentor and guide NOC Monitoring engineers, assisting them in developing their skills and advancing to higher-level roles.
  • Foster a collaborative and efficient work environment, promoting teamwork and effective communication.
  • Assign duties and manage workload distribution based on individual skills and role requirements.
  • Conduct performance reviews and share feedback with both upper management and team members.
  • Handle customer issues and manage conflicts, ensuring client satisfaction and timely resolution.
  • Ensure the team monitors the infrastructure, application services, and associated KPIs.
  • Ensure that SLAs are met and manage incidents according to the incident management process and escalation matrix.
  • Step in to cover for absences, ensuring no disruption to services.
  • Create regular/weekly NOC-specific performance reports and statistics for higher management.
  • Ensure clear and effective communication with stakeholders through timely response to emails and continuous coordination with collaboration teams.
  • Hire, train, and mentor NOC Monitoring engineers, assisting them in increasing product knowledge and advancing to higher-level roles.
  • Perform internal review of root cause analysis (RCA) documents before they are sent to clients.
  • Work directly with the NOC Manager to ensure alignment on team objectives, performance goals, and strategic initiatives.

Job Requirements:

  • Bachelor’s/master’s degree in information technology, Computer Science, or a related field, and/or an equivalent combination of education and experience with 8+ years of relevant experience in network and/or system support and monitoring.
  • Experience of at least 5 years as an NOC Engineer/or Monitoring engineer role.
  • Proven experience in team leadership and management, with the ability to motivate and mentor team members.
  • Excellent communication skills with the ability to articulate technical information to non technical people and summarize key information concisely.
  • Excellent prioritization skills and a customer-centric approach.
  • Strong problem-solving and troubleshooting skills required.
  • Ability to absorb and retain information quickly.
  • Experience working directly with technical managers as well as technical end-users.
  • Knowledge of ticketing platforms (ServiceNow, ConnectWise, Remedy, etc.) and monitoring platforms (ConnectWise, LogicMonitor, etc.).
  • Capable of multitasking in a high-volume environment effectively and efficiently.
  • Ability to prioritize and execute tasks in a high-pressure environment.
  • Highly self-motivated and directed.
  • Ability to present ideas in user-friendly language.
  • Ability to work both independently and collaboratively in a team-oriented environment.
  • Takes initiative and is proactive.
  • Exceptional customer service orientation.
  • Detail-oriented with strong problem-solving, critical thinking, and interpersonal skills.
  • Willing to work in a 24x7x365 environment and adjust to flexible shift schedules.
  • Good experience in configuration, management, and monitoring of routers, switches, Cisco ASA, FTDs, Palo Alto firewalls, Meraki, WLCs.
  • Strong experience in supporting servers/workstations, including Active Directory, LDAP, WMI, and SNMP of Windows and Linux environments.
  • Strong experience working with cloud platform solutions such as Azure, AWS, Google.
  • Strong experience with physical and virtual server-related technology: RAID/Storage, SAN, OS, etc.
  • Strong experience with virtualization solutions, Hyper-V, and VMware.
  • Certifications/Training Recommendations: CCNA, CCNP, or equivalent training.
  • Familiarity with ITIL and other industry standards.

Bonus points if you have:

  • Experience with Managed Service Providers (MSP).
  • Experience in ServiceNow Tool.
  • Experience with Monitoring Tools (LogicMonitor, ConnectWise Automate, RMM, SolarWinds)
  • Knowledge of various protocol-based implementations: DNS, Mail, AD Replication, IP
Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

IT Services and IT Consulting

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