NOC Lead

Trends Group, Inc.; Makati; On-site; PHP 180,000 - 240,000; Full time

Job summary

Trends Group, Inc. in Metro Manila is seeking an experienced NOC Lead to oversee the 24/7 Network Team, supervising L1 and L2 engineers in monitoring, detection, triage, and incident resolution across all infrastructure services within the Managed Services Catalogue.

You will drive escalation management, coordinate major incidents, mentor staff, and implement ITIL v4 aligned processes to improve workflows, SLAs, and KPIs, ensuring reliable services and clear communications with clients and

Qualifications

• Bachelor’s degree in IT or related field.
• 5+ years in a NOC or IT operations.
• 2+ years in a leadership role overseeing L1/L2 engineers.
• Experience with enterprise monitoring tools (SolarWinds/ManageEngine/PRTG/Zabbix).
• Familiarity with ITIL v4 processes.

Responsibilities

• Oversee real-time monitoring of network, systems, security, cloud, and applications.
• Lead L1 and L2 engineers across shifts to ensure 24/7 coverage.
• Manage incident detection, escalation, and resolution with timely communications.
• Mentor team members and drive knowledge sharing and process improvements.
• Ensure documentation, SOPs, and knowledge base are up to date.

Skills

NOC leadership

Incident management

ITIL v4

SLA/KPI monitoring

Team mentoring

Shift management

Education

Computer Studies

Computer Engineering

Information Technology

Electronics Engineering

Tools

SolarWinds

ManageEngine

PRTG

Zabbix

Job description

I. PURPOSE

The NOC Lead of the 24/7 Network Team is responsible for leading the day-to-day operations, overseeing Level 1 (L1) and Level 2 (L2) engineers in the monitoring, detection, triage, and resolution of incidents across all infrastructure services in the company's Managed Services Catalogue:

• Managed Network Infrastructure

• Managed Cybersecurity

• Managed IT Compute & Server Management

This role ensures that NOC teams deliver timely responses, effective escalations, and high-quality service in compliance with SLAs, while fostering operational excellence and continuous improvement in a 24/7 shiftbased environment.

DUTIES AND RESPONSIBILITIES

• Accomplish all assigned tasks by the Shift Manager in a timely and effective manner as deemed necessary for the betterment of the organization.

• Follow effective and efficient processes and comply with escalation protocols.

• Report significant events to the Shift Manager and participate in shift turnovers.

• Contribute to the knowledge and information relevant to Service Operations.

• Collaborate with other team members to improve workflows, documentations, standards, and processes.

• Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.

• Comply with company policies, guidelines, standards, and procedures.

• Perform all other duties and tasks as assigned by the Shift Manager and Technical Manager.

NOC Operations & Service Monitoring

• Oversee real-time monitoring of network, systems, security, cloud, and application infrastructure.

• Ensure timely detection, logging, and categorization of events and incidents.

• Direct L1 and L2 teams in troubleshooting and incident containment, ensuring minimal downtime.

• Enforce proactive monitoring processes to detect anomalies before they become service-impacting.

Incident & Escalation Management

• Act as the escalation point for unresolved L1/L2 issues, ensuring appropriate handover to L3 teams when required.

• Manage major incident response calls, coordinating technical teams, telco providers, and stakeholders.

• Oversee communication updates during incidents for both internal teams and clients.

Team Leadership & Performance Management

• Lead L1 and L2 engineers across multiple shifts to maintain 24/7 service coverage.

• Conduct shift handovers and ensure accurate documentation of ongoing incidents.

• Mentor, train, and coach team members to improve technical skills and incident handling.

• Monitor team KPIs such as response times, resolution times, and SLA compliance.

Process & Continuous Improvement

• Implement and maintain ITIL v4-aligned processes for incident, event, and request management.

• Work with Service Managers and L3 leads to refine escalation procedures and knowledge base articles.

• Identify operational gaps and recommend tools, automations, and workflow improvements.

Stakeholder & Client Interaction

• Coordinate with Service Managers for incident reports, service updates, and performance reviews.

• Support client onboarding by ensuring proper monitoring configurations and alert workflows are in place.

• Participate in service review meetings and operational governance discussions.

III. QUALIFICATIONS

Minimum Education

Must be a graduate of any IT related bachelor's degree such as:

• Computer Studies

• Computer Engineering

• Information Technology

• Electronics Engineering

Minimum Experience/Training

• Have at least 5 years of working experience in a Network Operations Center (NOC) or IT operations, with at least 2 years in a leadership role, overseeing L1/L2 Engineers.

• Experience with enterprise monitoring tools (e.g., SolarWinds, ManageEngine, PRTG, Zabbix, etc.).

• Knowledge of network, server, cloud, and security fundamentals.

• Familiarity with ITIL v4 processes for incident, event, and request management.

C. Competency

• Operational Awareness – Strong situational awareness in a live monitoring environment.

• Leadership & Mentorship – Skilled at guiding and developing technical teams across shifts.

• Problem-Solving – Quick decision‑making for incident containment and resolution.

• Communication – Clear, concise updates during incident calls and escalations.

• Process Orientation – Consistent application of structured workflows and SLAs.

Performance Metrics

• SLA and KPI compliance for incident response and resolution.

• Accuracy and timeliness of incident documentation and updates.

• Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).

• Team productivity and escalation efficiency.

• Client satisfaction and positive feedback in service reviews.