NOC Team Lead

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is one one of the world's leading entertainment providers, with tens of millions of players and thousands of employees across the globe. They are well positioned strategically for future growth in an evolving global sector. In the Philippines, they have 100+ employees working on various applications and systems to support and optimize their global operations.

About the Role

As an integral part of the Application Support & NOC Team, the Team Lead (TL) plays a pivotal role in ensuring the stability and performance of critical applications while fostering a collaborative, high-performing environment. You will provide both technical and people leadership—coaching and developing team members, ensuring operational excellence, and driving continuous improvement across application support and monitoring functions.

What you'll do

• Application Support Leadership: Lead the team in monitoring, troubleshooting, and resolving application-related issues to ensure optimal performance and availability.

• Incident & Problem Management: Oversee end-to-end incident handling, escalation, and root cause analysis for application and system issues.

• Team Leadership: Mentor, coach, and support team members by modeling company values and fostering a transparent, collaborative environment.

• Shift Operations: Participate in a rotating shift schedule to provide 24/7 support across applications and systems in the Asian and Rest of World (RoW) markets.

• Scheduling & Coverage: Manage shift planning and leave requests to ensure seamless operations and business continuity.

• Team Development: Drive growth through training, upskilling, and performance management initiatives.

• Strategic Collaboration: Partner with the Service Delivery Manager and cross-functional teams to execute service delivery strategies and implement process improvements.

• Recruitment & Onboarding: Manage the full recruitment lifecycle, including hiring, onboarding, and offboarding processes.

• Performance Monitoring: Track key performance indicators (KPIs) and proactively address performance gaps.

• Continuous Improvement: Promote a culture of innovation, efficiency, and learning within the team.

What you Bring

• Proven success in leading high-performing technical teams, preferably in application support and/or NOC operations.

• Strong background in application support, monitoring tools, and technical fault analysis.

• Experience in 24/7 operations management (NOC or Application Support).

• Familiarity with tools like JIRA, Confluence, Zabbix, Grafana, Splunk (Dynatrace and Cloudflare are a plus).

• Knowledge of Kubernetes (K8s), Docker, and scripting is a strong advantage.

• Excellent collaboration, communication, and conflict resolution skills.

• Experience managing leave, conducting performance reviews, and supporting career development.

• Highly adaptable, with the ability to prioritize effectively in a fast-paced environment.

• ITIL Foundation certification preferred but not required.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.