NOC Team Lead: Incident Response & Shift Leadership

Ninja Partners; Quezon City; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement plan with company matching

Life Insurance

HMO from day 1

Paid time off

Bonus plans

Skills training

Office space

Free lunch

Job summary

SupportNinja is seeking a NOC Team Leader to supervise the day-to-day operations of the NOC shift, ensuring continuous monitoring, timely incident handling, and escalation management for client networks and infrastructure. You will coach analysts, manage shift handovers, and uphold SLAs/OLAs across accounts.

The role requires 2–4 years in NOC/IT operations, 1+ year in leadership, and strong English communication.

Qualifications

• 2-4 years of experience in a NOC, IT Operations, or Network Support environment.
• 1+ years in a lead, senior analyst, or informal supervisory capacity.
• Strong troubleshooting across enterprise networks and infrastructure.

Responsibilities

• Supervise and coordinate the daily activities of NOC Analysts/Technicians during assigned shift.
• Conduct shift handover briefings, ensuring continuity of open incidents and priorities.
• Monitor adherence to schedules, break coverage, and staffing levels.
• Provide real-time coaching, floor support, and escalation guidance during the shift.
• Own escalations for major incidents and coordinate cross-functional response.
• Ensure incidents are triaged, ticketed, and runbooks/SOPs followed.
• Act as the point of contact for client escalations during shift hours.
• Drive RCA participation and post-incident review documentation.
• Maintain shift logs and incident records for audits and compliance.

Skills

NOC operations

Incident escalation

English communication

Team leadership

Shift management

Monitoring tools

Education

Bachelor's degree in IT or related field

Tools

SolarWinds

Nagios

ServiceNow

Zabbix

PRTG

Datadog

Job description

SupportNinja is seeking a NOC Team Leader to supervise the day-to-day operations of the NOC shift, ensuring continuous monitoring, timely incident handling, and escalation management for client networks and infrastructure. You will coach analysts, manage shift handovers, and uphold SLAs/OLAs across accounts.

The role requires 2–4 years in NOC/IT operations, 1+ year in leadership, and strong English communication.