Team Leader, NOC (Network Operations Center)

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

Work Setup:Onsite at The Sanctum, SM - North EDSA, QC

Schedule:TBD (Must be open to nightshift)

Start Date:ASAP

The NOC Team Leaderis responsible for the day-to-day supervision of a Network Operations Center shift or team, ensuring continuous monitoring, incident response, and escalation management for client network and infrastructure environments. This role acts as the frontline leadership layer between NOC Analysts and NOC Management, driving shift performance, coaching staff, and maintaining service levels (SLAs/OLAs) for assigned accounts. The NOC Team Leader ensures operational continuity, quality of incident handling, and adherence to client and internal processes across their shift.

What does a day in the life as a NOC Team Leader look like?

• 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 team adherence to schedules, break/lunch coverage, and shift staffing levels

• Provide real-time coaching, floor support, and escalation guidance during the shift

• Conduct performance check-ins, attendance tracking, and initial-level disciplinary documentation in coordination with HR

• Own escalations for major incidents (P1/P2) during the shift, coordinating cross-functional response

• Ensure incidents are triaged, ticketed, and routed according to defined runbooks and SOPs

• Act as the point of contact for client escalations during shift hours

• Ensure customer-facing incident communications are timely, technically accurate, appropriately documented, and issued according to contractual communication intervals and escalation requirements.

• Drive root cause analysis (RCA) participation and post-incident review documentation

• Ensure proper use of monitoring, ticketing, and alerting tools (e.g., SolarWinds, Nagios, ServiceNow, Zabbix, PRTG, or client‑specific platforms)

• Actively monitor ticket queues and incident aging throughout the shift to identify tickets approaching SLA/SLO thresholds and ensure required investigation, escalation, customer communication, and documentation activities are completed within defined timelines.

• Conduct quality checks on ticket documentation and incident handling

• Identify recurring issues and recommend process improvements

• Support NOC Manager in preparing shift performance reports and metrics reviews

• Own shift‑level ticket queue health, including unassigned tickets, aging tickets, breached/at‑risk SLA tickets, pending customer actions, escalations, and incidents requiring follow‑up before shift handover.

• Onboard and train new NOC Analysts on tools, processes, and client environments

• Maintain and update shift‑level knowledge base articles, runbooks, and SOPs

• Cross‑train team members to build shift resiliency and coverage flexibility

• Enforce change management, access control, and security protocols during shift operations

• Ensure compliance with client contractual requirements and internal policies

• Support audits and compliance reviews (e.g., SOC 2, ISO 27001) as required

• Maintain accurate shift logs, incident records, and handover documentation

What are the required qualifications for a NOC Team Leader ?

• 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 working knowledge of enterprise network and infrastructure troubleshooting, including TCP/IP, DNS/DHCP, VLANs, routing and switching, WAN/Internet connectivity, VPNs, firewalls, and common application/network dependencies. Must be capable of validating analyst troubleshooting, determining appropriate escalation paths, and coordinating technical response during major incidents

• Familiarity with monitoring and ticketing platforms (e.g., SolarWinds, ServiceNow, Zabbix, Nagios, Datadog)

• Strong incident management and escalation‑handling skills

• Ability to work rotating shifts, weekends, and holidays as required by 24/7 operations

• Strong written and verbal English communication skills (client‑facing)

Preferred Qualifications:

• Bachelor's degree in IT, Computer Science, Telecommunications, or related field (or equivalent experience)

• Industry certifications: CompTIA Network+, ITIL Foundation, Cisco CCNA, or equivalent

• Experience supporting BPO/managed services clients across multiple accounts

• Prior experience mentoring or leading a team of 5–15 analysts

Ninja Perks and Benefits

*Full time employees

• Competitive compensation

• Adherence to government‑mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO on day 1

• Paid time off, birthday leave

• Bonus and incentive plans

• Opportunities for skills training and personal and professional development

• Beautiful office space

• Free lunch provided daily