NOC Shift Lead (L2 Supervisor)

Mindtel; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT services firm in Dubai seeks a dedicated supervisor to lead L1 Operators during shifts and manage incident handling according to defined protocols. This role emphasizes effective communication, compliance with operational standards, and continuous improvement. The ideal candidate will monitor performance metrics and play a key role in incident resolution. This position offers the opportunity to contribute significantly to operational success in a dynamic environment.

Responsibilities

• Supervise and lead L1 Operators during assigned shift.
• Manage and elevate incidents as per defined SOPs and escalation paths.
• Validate incidents before escalating to L3 or engineering teams.
• Ensure accurate maintenance of incident logs and ITSM records.
• Conduct and document effective shift handovers with status updates.
• Provide guidance and support to shift team for incident triage and troubleshooting.
• Ensure compliance with operational procedures and quality standards.
• Contribute to root cause analysis (RCA) and continuous improvement initiatives.
• Monitor and report on key performance indicators such as incident resolution SLAs, categorization accuracy, and efficiency of escalations.
• Act as duty manager, representing the operations team during the shift.

Job description

Job Summary (List Format) :

• Supervise and lead L1 Operators during assigned shift.
• Manage and elevate incidents as per defined SOPs and escalation paths.
• Validate incidents before escalating to L3 or engineering teams.
• Ensure accurate maintenance of incident logs and ITSM records.
• Conduct and document effective shift handovers with status updates.
• Provide guidance and support to shift team for incident triage and troubleshooting.
• Ensure compliance with operational procedures and quality standards.
• Contribute to root cause analysis (RCA) and continuous improvement initiatives.
• Monitor and report on key performance indicators such as incident resolution SLAs, categorization accuracy, and efficiency of escalations.
• Act as duty manager, representing the operations team during the shift.