NOC Team Lead (APAC)

EdgeConneX; Cyberjaya; On-site; MYR 180,000 - 300,000; Full time

Job summary

EdgeConneX seeks a seasoned NOC Manager to lead APAC facility-operations for data centers. Based in Kuala Lumpur, you will establish the new Kuala Lumpur NOC, build the local team with our MSP partner, and oversee 24x7 monitoring, incidents, and customer communications across APAC.

The role emphasizes leadership, process establishment, and standardized global NOC operations, with travel across the APAC region as needed.

Qualifications

• 5+ years in technical service desk or global command centre environments with people management.
• Experience managing outsourced or vendor-provided teams and multi-site operations.
• Data center or critical-infrastructure exposure is a plus; IT service environments welcome.

Responsibilities

• Build Kuala Lumpur NOC team with partner vendors and establish 24x7 shift rotation.
• Lead in-country NOC Leads across APAC and set regional standards.
• Own 24x7 monitoring and response for critical facility alarms and events.
• Lead incident management, communications, and post-incident reporting.
• Coordinate planned and corrective maintenance with vendors and site teams.
• Oversee security and property-management backup support.
• Develop and maintain NOC processes, playbooks and runbooks.
• Produce KPI and SLA reporting and drive service improvements.

Skills

Leadership

Incident management

Communication

Vendor management

APAC collaboration

Education

Bachelor's degree or equivalent

ITIL or related training

Tools

BMS

DCIM

Job description

Led by an experienced management team and supported by a strong investor group, including large and experienced institutions and strategic partners, EdgeConneX offers a dynamic, fast-paced work environment where we are bringing flexibility, proximity, power, and connectivity to some of the world’s key businesses. With major offices in Herndon, Denver, Amsterdam, Singapore and Malaysia, we have a global footprint and a unified team of employees committed to providing a premier customer experience and delivering the full spectrum of data center solutions, from core to edge, like no other data center provider can do. Focused on driving innovation and helping our customers define and deliver their own unique vision for the Edge, at any scale, in any market worldwide, for any requirement, we are building tomorrow’s data center infrastructure, today for some of the world’s most demanding Network, Content, and Cloud customers.

Role Purpose

The NOC Manager – APAC owns EdgeConneX's facility operations support function for the Asia-Pacific region. Based in Kuala Lumpur and reporting to the Global Director, NOC, you will build the new Kuala Lumpur Network Operations Centre from the ground up and lead the in-country NOC Leads across APAC, starting with Indonesia and Malaysia and expanding as new sites come online. The NOC monitors and responds to critical infrastructure alarms and events for our data centers, manages incidents and escalations, coordinates planned maintenance (MOPs), and communicates with customers, vendors and site teams. In APAC the NOC also provides backup support to Security (GSOC) and Property Management. NOC operators are provided by our managed-service partner; the Manager and NOC Leads are EdgeConneX employees.

This is a leadership and incident-management role, not a hands-on monitoring seat. You will take ownership of the department: set up processes and vendor arrangements, develop the team and the NOC Leads, protect customer SLAs, and work with the Americas and EMEA NOC Managers to standardise how EdgeConneX NOCs operate worldwide.

Despite its name, this Network Operations Centre role does not manage IT processes or provide network support. It is a facility operations centre; IT and networking are handled by the IT Department.

This role is based in Kuala Lumpur / Cyberjaya, with an initial period alongside the existing NOC in Jakarta and regular travel across APAC.

Primary Responsibilities

• Build the Kuala Lumpur NOC team with our managed-service partner: define staffing, 24x7 shift rotation, onboarding and training, and establish KUL as the primary NOC for APAC.
• Lead and develop the in-country NOC Leads across APAC (Indonesia, Malaysia and future markets), setting standards and holding the teams to them.
• Own 24x7 monitoring and response for critical facility alarms and events (power, cooling, fire/life safety) through the BMS and ticketing platforms, ensuring customer SLAs are met.
• Lead incident management and escalation, including timely, clear communication with internal and external customers, vendors and suppliers, and post-incident reporting.
• Coordinate planned and corrective maintenance (MOP) activities with vendors and site teams, including customer notifications.
• Oversee backup support for Security (GSOC alarm monitoring, site access requests) and Property Management (after-hours support, vendor dispatch).
• Build and run the on-call and escalation model, including on-site facility escalation, and act as senior escalation point for the region.
• Write and maintain NOC process documentation, playbooks and runbooks; align them with EdgeConneX global NOC standards.
• Produce and review KPI and SLA reporting; lead continuous service improvement across NOC processes.
• Manage the day-to-day relationship with the NOC services vendor, including resourcing, performance and quality.
• Hire, onboard, train and develop the team; support career growth of the NOC Leads.
• Contribute to regional projects, new-site readiness and NOC standardisation initiatives as requested by the Global Director, NOC.

Knowledge, Skills & Abilities

• Proven leader who has managed large 24x7 operations through team leads, ideally across several sites and with vendor-provided teams.
• Strong incident manager: calm and decisive in critical events, able to manage several priorities at once.
• Excellent communicator, in writing and in person, with internal customers, external customers, vendors and suppliers. Fluent business English is essential, fluency in Bahasa Malaysia or Bahasa Indonesia is an added value.
• Comfortable building something new: hiring, onboarding, and setting up processes, schedules and vendor arrangements.
• Working knowledge of data center critical infrastructure (power, cooling, fire/life safety) and monitoring systems (BMS, DCIM) sufficient to guide and challenge the team; hands-on engineering depth is not required.
• Experience with service-desk operations: event management, incident management, SLA management and ticketing workflows (ITIL or equivalent).
• Process-improvement mindset (ITIL, Lean or similar) and strong reporting skills.
• Culturally aware and comfortable working across APAC countries and time zones.
• Autonomous and self-driven, able to run the region with limited day-to-day oversight.
• Flexible to support 24/7 operations, including out-of-hours incidents.

Experience / Education

• 5+ years in technical service desk environment, a data center, facility operations centre, global command centre or technical service desk environment, including people management.
• Experience managing outsourced or vendor-provided teams and multi-site or multi-country operations is strongly preferred.
• Data center or critical-infrastructure experience is a plus; candidates from global service desk and command centre backgrounds are encouraged to apply.
• Bachelor's degree or equivalent experience and training.
• Certification or training equivalent to an associate degree in a Data Center or IT-related field preferred.
• Willingness to travel up to 20–30% across the APAC region, including an initial handover period in Jakarta.
• Must have the right to work in Malaysia; this position does not offer work-permit sponsorship.

EdgeConneX believes diversity - of thought, backgrounds and experiences - affects all that we do, from our employees to the solutions we deliver. Our goal is to create an environment in which inclusion through diversity helps deepen the lives and work experience of our employees, enhances our innovation and creativity, and enriches our involvement in our communities. EdgeConneX is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or ancestry, physical or mental disability, as well as any other category protected by applicable federal, state, or local laws.