IT Network Operations Center Leader

The successful candidate will have strong leadership and technical skills, with the ability to motivate and mentor team members. A bachelor's/master's degree in information technology or a related field is preferred, along with 8+ years of experience in network and/or system support and monitoring.

• 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.

• 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. Knowledge of TCP/IP, Cisco routing, and switching technologies, as well as key technologies such as Microsoft (AZ-900, AZ-104), VMware/vSphere, Linux, etc.
• Familiarity with ITIL and other industry standards.

• 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