NOC Team Leader: Night-Shift Incident Commander

SupportNinja; Quezon City; On-site; PHP 502,000 - 781,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Skills training and development

Beautiful office space

Free lunch provided daily

Job summary

SupportNinja is seeking a NOC Team Leader to oversee day-to-day activities of NOC Analysts, manage incident escalation, and ensure SLA adherence from a state-of-the-art network operations center in QC. The role requires hands-on leadership, strong networking knowledge, and the ability to coordinate cross-functional response during major incidents.

You will coach staff, conduct handovers, monitor shift coverage, and drive performance metrics while upholding client-driven processes and security

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 incident management and escalation handling skills
• Familiarity with monitoring and ticketing platforms (SolarWinds, ServiceNow, Zabbix, Nagios, Datadog)
• Ability to work rotating shifts, weekends, and holidays for 24/7 operations
• Strong written and verbal English communication skills (client-facing)

Responsibilities

• Supervise and coordinate daily activities of NOC Analysts/Technicians during assigned shift
• Conduct shift handover briefings and maintain continuity of open incidents
• Monitor adherence to schedules, coverage, and staffing levels
• Provide real-time coaching, floor support, and escalation guidance
• Own escalations for major incidents (P1/P2) during the shift
• 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
• Ensure proper use of monitoring, ticketing, and alerting tools
• Monitor ticket queues and SLA/SLO aging; ensured investigation/escalation within timelines
• Onboard and train new NOC Analysts on tools and processes
• Maintain shift-level knowledge base articles and SOPs
• Cross-train team members for resiliency
• Enforce change management, access control, and security protocols
• Ensure compliance with client requirements and internal policies
• Support audits (SOC 2, ISO 27001) as needed
• Maintain shift logs and incident records

Skills

NOC operations

Lead / supervisory capacity

English communication

Network troubleshooting

Monitoring/ticketing platforms

Education

Bachelor's degree in IT/CS/Telecommunications

Tools

SolarWinds

ServiceNow

Zabbix

Nagios

Datadog

Job description

SupportNinja is seeking a NOC Team Leader to oversee day-to-day activities of NOC Analysts, manage incident escalation, and ensure SLA adherence from a state-of-the-art network operations center in QC. The role requires hands-on leadership, strong networking knowledge, and the ability to coordinate cross-functional response during major incidents.

You will coach staff, conduct handovers, monitor shift coverage, and drive performance metrics while upholding client-driven processes and security