NOC Incident Command Lead

SACOFA Sdn Bhd.; Kuching; On-site; MYR 60,000 - 90,000; Full time

Job summary

SACOFA Sdn Bhd seeks a dedicated NOC Operations Specialist to lead end-to-end incident coordination, assess impact, classify severity, and drive service restoration as the primary escalation point. You will coordinate trouble tickets, track timelines, perform RCA with technical teams and vendors, and prepare incident reviews to improve MTTR and SLA performance.

In this role you will monitor alarms, analyze performance trends, ensure compliance with escalation matrices, and support disaster

Qualifications

• Bachelor's Degree in Information Technology (IT), Computer Science or related field.
• Preferably 2 years of working experience in network operations or a related field.
• Basic understanding of network troubleshooting, fault detection and service restoration processes.
• Strong teamwork skills with the ability to collaborate effectively within the NOC team.
• Ability to work under pressure and support incidents outside normal working hours.

Responsibilities

• Lead end-to-end incident coordination, including impact assessment, severity classification and service restoration, as the primary NOC escalation point.
• Coordinate Trouble Ticket (TT) creation, routing and updates, maintain accurate incident timelines and service impact records, and verify service restoration before closing tickets.
• Coordinate Root Cause Analysis (RCA) with technical teams and vendors, track corrective and preventive actions, elevate overdue actions.
• Prepare incident reports, major incident summaries and post-incident reviews, analyse MTTR and SLA performance, and recommend improvements.
• Carry out daily operational activities including alarm monitoring, event reporting, performance trend analysis and preventive system checks.
• Ensure compliance with incident management procedures, escalation requirements and SLA commitments, maintain records for reviews and audits.

Skills

NOC coordination

Troubleshooting

Teamwork

Pressure handling

Education

Bachelor's Degree in IT/CS

Job description

SACOFA Sdn Bhd seeks a dedicated NOC Operations Specialist to lead end-to-end incident coordination, assess impact, classify severity, and drive service restoration as the primary escalation point. You will coordinate trouble tickets, track timelines, perform RCA with technical teams and vendors, and prepare incident reviews to improve MTTR and SLA performance.

In this role you will monitor alarms, analyze performance trends, ensure compliance with escalation matrices, and support disaster