Lead NOC Engineer - 3rd Line & Customer Excellence

boxxe; Hemel Hempstead; On-site; GBP 60,000 - 90,000; Full time

Job summary

boxxe is seeking a passionate NOC 3rd Line Technical Team Leader to oversee a team of senior engineers monitoring, maintaining and resolving complex network issues for our customers in a fast-paced service environment.

You will champion process improvements, drive high-quality service delivery and mentor engineers, with strong CCNP/FCP/PCNSE level expertise and a proven track record of leading high-performing teams.

Qualifications

• Track record of thriving in a fast-paced NOC or similar technical operations environment.
• Proven experience leading high-performing engineering teams and elevating capability.
• Outstanding interpersonal and communication skills, with the confidence to mentor and inspire others.
• Deep technical expertise to CCNP / FCP / PCNSE level (or equivalent).

Responsibilities

• Lead, motivate, and develop a team of senior NOC engineers.
• Ensure best practice for incident, problem, service and change enablement.
• Oversee investigations, troubleshooting, diagnosis, resolution, and recovery to minimise customer impact.
• Drive a culture of Customer Excellence and Continual Service Improvement.
• Identify and implement process changes to improve customer experience across services.
• Act as a point of technical escalation for NOC engineers.
• Coordinate with other team leaders to escalate tickets appropriately.
• Participate in on-call management for out-of-hours escalations.
• Provide input into Service Transitions to ensure successful go-live of Managed Service contracts.
• Work with Service Management to identify opportunities for improvement.

Skills

Team leadership

NOC experience

Customer communication

Problem solving

Technical excellence

Tools

Cisco

Fortinet

Palo Alto

Job description

boxxe is seeking a passionate NOC 3rd Line Technical Team Leader to oversee a team of senior engineers monitoring, maintaining and resolving complex network issues for our customers in a fast-paced service environment.

You will champion process improvements, drive high-quality service delivery and mentor engineers, with strong CCNP/FCP/PCNSE level expertise and a proven track record of leading high-performing teams.