NOC Team Leader: Incident Response & Shift Oversight

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

Benefits offered by this job

Competitive pay

Gov’t benefits

Retirement plan

Life Insurance

HMO day 1

Paid time off

Bonus plans

Training & development

Nice office

Free lunch

Job summary

SupportNinja in Metro Manila is seeking a NOC Team Leader to supervise NOC Analysts during a assigned shift, ensuring continuous monitoring, incident response, and escalation management across client environments.

You will coach staff, manage SLAs/OLAs, drive RCA participation, document handovers, and maintain runbooks and SOPs while coordinating with HR and clients in a 24/7 operation.

Qualifications

• 2–4 years of experience in a NOC, IT Operations, Systems Monitoring, or Network Support environment.
• 1+ years in a lead or informal supervisory capacity.
• Strong knowledge of enterprise network and infrastructure troubleshooting.
• Experience with monitoring/ticketing platforms (SolarWinds, ServiceNow, Zabbix, Nagios, Datadog).

Responsibilities

• Supervise daily activities of NOC Analysts during assigned shift.
• Conduct shift handover briefings ensuring continuity of open incidents.
• Monitor adherence to schedules and staffing levels.
• Provide real-time coaching and escalation guidance during the shift.
• Own escalations for major incidents and coordinate cross-functional response.
• Ensure incidents are triaged, ticketed, and routed per runbooks and SOPs.
• Act as point of contact for client escalations during shift hours.
• Drive RCA participation and post-incident review documentation.
• Maintain shift logs and handover documentation.
• Onboard and train new NOC Analysts on tools and processes.

Skills

NOC Operations

Incident management

Team leadership

English communication

Shift work

Education

Bachelor’s degree in IT/CS/Telecom

Tools

SolarWinds

ServiceNow

Zabbix

Nagios

Datadog

Job description

SupportNinja in Metro Manila is seeking a NOC Team Leader to supervise NOC Analysts during a assigned shift, ensuring continuous monitoring, incident response, and escalation management across client environments.

You will coach staff, manage SLAs/OLAs, drive RCA participation, document handovers, and maintain runbooks and SOPs while coordinating with HR and clients in a 24/7 operation.