NOC Team Manager

Zohorecruit; Makati; Remote; PHP 1,200,000 - 1,800,000; Full time

Job summary

ScalableOS in the Philippines seeks a capable NOC Shift Lead to manage on-shift engineers, ensuring performance and growth through structured reviews and a clear escalation path.

You will own rostering, onboarding, and a strong development program while aligning with UK leadership on shift performance and risk mitigation.

Qualifications

• Experience managing a team of technical staff with performance development.
• Experience running a review and objective-setting cadence (1:1s, quarterly reviews).
• Experience managing a shift-based or 24/7 operation.
• Working knowledge of network, Linux/virtualization, and security infrastructure.
• Able to use ticket, queue and SLA data to manage performance.
• Strong stakeholder management to represent a remote site to senior leadership.

Responsibilities

• Manage the NOC Engineers on your shift with full people ownership.
• Run a structured cadence of 1:1s, monthly shift reviews, and quarterly objective reviews.
• Own performance management locally and address underperformance early.
• Own shift rostering and coverage planning within your window.
• Oversee the rotating on-shift Duty Lead to ensure a named technical owner.
• Ensure NOC standards, SARNS ticket format, P1–P4 prioritization, and ITIL processes are followed.
• Act as escalation point beyond Duty Lead authority, before Head of NOC involvement.
• Deliver onboarding and technical development program for new engineers.
• Support recruitment and build a succession pipeline toward Duty Lead.

Skills

People management

Performance management

Shift-based operation

ITIL knowledge

Stakeholder management

Coaching mindset

Education

ITIL Foundation certification

Job description

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

You'll manageyour shift's NOC Engineers directly no layer in between. Day-to-day technicalownership of the queue stays with a rotating Duty Lead among the engineers;your job is making sure the right people are on shift, performing well,developing, and supported. You'll run a real cadence of 1:1s, reviews andobjective-setting, sync weekly with your counterpart on the other window, andbe the trusted local point of contact for the Head of NOC in the UK. You doneed enough technical fluency in network and infrastructure operations to leada technical team credibly and know when to escape but this is fundamentally aperson’s role.

JOBRESPONSIBILITIES

• Manage the NOC Engineers on your shift windowdirectly, with full people ownership
• Run a structured cadence of 1:1s, monthly shiftreviews, and quarterly objective reviews see Team Reviews & Objectivesbelow
• Own performance management locally addressingunderperformance early, and recognizing strong performance
• Own shift rostering and coverage planningwithin your window, and sync weekly with your Day/Evening counterpart
• Assign and oversee the rotating on-shift DutyLead, so the queue always has a named technical owner
• Ensure your shift applies company NOC standardsconsistently — SARNS ticket format, correct P1–P4 prioritization, andITIL-aligned incident, problem and change processes
• Act as the escalation point for issues beyondDuty Lead authority, before engaging the Head of NOC
• Own delivery of the structured 4-monthonboarding and technical development program for new engineers
• Support recruitment as the team scales, andbuild a succession pipeline toward Duty Lead and beyond
• Be the primary local point of contact for theHead of NOC reporting shift performance and escalating risk with a clearsituation, impact and recommendation
• Weekly(minimum fortnightly) 1:1s with every engineer on your shift
• Monthlyshift team review against KPIs SARNS compliance, SLA breach rate, queue health
• Quarterlyobjective reviews SMART objectives that cascade from the Head of NOC'spriorities and tie to the existing 0–5 competency framework
• Annualperformance review aligned to the company HR cycle, with a documenteddevelopment plan

What You’re Bringing

• A proventrack record managing a team of technical staff, including performancemanagement and development
• Realexperience running a review and objective-setting cadence — 1:1s, quarterlyreviews, documented development plans
• Experiencemanaging a shift-based or 24/7 operation
• Workingknowledge of network, Linux/virtualization and security infrastructure enoughto hold credible technical conversations, not necessarily to do the hands-ondiagnosis yourself
• Comfortusing ticket, queue and SLA data to manage performance
• Strongstakeholder management skills you'll represent a remote site to seniorleadership based in the UK
• A coachingmindset you develop people, you don't just direct them

QUALIFICATIONS

• IT operations, NOC, or service desk experience
• Direct people-management experience overtechnical staff
• Managing a shift-based or 24/7 operation
• Working knowledge ofnetwork/Linux/virtualization infrastructure
• ITIL Foundation certification, or demonstrableapplied ITIL knowledge
• Able to commit to a 5-from-7 rotating shiftpattern, including weekends on a rotating basis
• Background as a NOC shift lead or Service DeskManager
• Experience building or scaling anoffshore/nearshore technical team

JOBREQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent mid-shift schedule.