NOC Team Lead (APAC)

EdgeConneX; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

EdgeConneX in Cyberjaya seeks a NOC Team Lead to supervise the day-to-day activities of the NOC shift, work alongside technicians to monitor critical infrastructure, handle incident response, and coordinate maintenance with vendors.

The role reports to the Regional NOC Manager, serves as first escalation, provides backup for security and property management, and supports onboarding and training of staff while contributing to process documentation and continuous service improvement.

Qualifications

• 1-2 years of experience within a data center, Network Operations Centre or technical service desk environment.
• IT helpdesk experience welcome.
• 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.

Responsibilities

• Supervise the day-to-day activities and performance of the NOC shift team.
• Execute core NOC tasks, including alarm monitoring, ticket processing, and incident response.
• Act as the first point of escalation for NOC technicians before issues are raised to the Regional NOC Manager.
• Coordinate maintenance (MOP) activities with vendors and site teams, including customer notifications of planned and corrective work where applicable.
• Manage customer and vendor communication for facility operations incidents and customer requests, including remote hands.
• Provide back up support for Security (GSOC alarm monitoring, site access requests) and Property Management (after-hours support, vendor dispatch).
• Support onboarding of new NOC technicians.
• Support delivery of regular training to keep the shift team operational on processes, systems, and procedures.
• Maintain NOC process documentation and playbooks.
• Participate in the on-call rotation and provide 1st-level, after-hours support as needed.
• Run and review shift-level KPI reports using assigned systems and tools.
• Contribute to continuous service improvement initiatives for NOC processes.
• Contribute to projects as requested by line management.

Skills

Leadership

Communication

Monitoring systems

NOC operations

Incident response

Customer service

Team management

Education

Bachelor’s degree or equivalent

IT/Data Center related training

Job description

Role Purpose

The NOC Team Lead supervises the day-to-day activities of the NOC shift team and works directly alongside NOC technicians to execute core NOC tasks: critical infrastructure alarm monitoring, incident response, maintenance (MOP) coordination, and customer and vendor communication.

The Team Lead is the first point of escalation for the shift team and ensures NOC tasks are carried out to standard, escalating to the Regional NOC Manager where needed. The role also provides backup support for Security (GSOC alarm monitoring, access management) and Property Management (after-hours support, vendor dispatch).

Despite its name, this Network Operations Centre role does not manage IT processes or provide network support, these responsibilities are handled by the IT Department.

This role is based in Cyberjaya.

Primary Responsibilities

• Supervise the day-to-day activities and performance of the NOC shift team.
• Execute core NOC tasks, including alarm monitoring, ticket processing, and incident response.
• Act as the first point of escalation for NOC technicians before issues are raised to the Regional NOC Manager.
• Coordinate maintenance (MOP) activities with vendors and site teams, including customer notifications of planned and corrective work where applicable.
• Manage customer and vendor communication for facility operations incidents and customer requests, including remote hands.
• Provide back up support for Security (GSOC alarm monitoring, site access requests) and Property Management (after-hours support, vendor dispatch).
• Support onboarding of new NOC technicians.
• Support delivery of regular training to keep the shift team operational on processes, systems, and procedures.
• Maintain NOC process documentation and playbooks.
• Participate in the on-call rotation and provide 1st-level, after-hours support as needed.
• Run and review shift-level KPI reports using assigned systems and tools.
• Contribute to continuous service improvement initiatives for NOC processes.
• Contribute to projects as requested by line management.

Knowledge, Skills & Abilities

• Strong leadership skills, with the ability to guide and support a shift team.
• Excellent written and verbal communication skills.
• Strong technical skills across monitoring systems and data center critical infrastructure.
• Experience supervising or coordinating a shift team in a 24x7 environment.
• Hands-on proficiency executing platform monitoring, ticketing, and incident response tasks.
• Ability to manage internal and external issues, including customer-specific issues.
• Strong customer service skills.
• Skilled in managing critical events while working across multiple priorities.

Experience / Education

• 1-2 years of experience within a data center, Network Operations Centre or technical service desk environment.
• IT helpdesk experience welcome.
• 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.

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.