NOC Operations Lead: Own Alerts, SLAs & Incident Response

Keka Technologies Private Limited; Doha; Hybrid; QAR 180,000 - 320,000; Full time

Benefits offered by this job

Global team collaboration

Learning budgets

Flexible time off

Agile environment

Job summary

Snoonu is expanding its NOC-style operations to lead 24/7 alerting, incident response, and on-call coverage for a 200+ developer platform in Qatar. You will own runbooks, dashboards, escalation paths, and SLA performance while guiding a growing support team.

This on-site role emphasizes building self-service knowledge, improving incident communications, and reducing repeat issues through robust processes and tooling.

Qualifications

• 4+ years in NOC, technical support, or operations with lead scope.
• Strong with metrics and alerting tooling (Datadog).
• Excellent written communication and stakeholder management.
• Basic scripting (Python/bash).
• Experience running a NOC or supporting a large developer organization (100+).
• Built a knowledge base or self-service program from scratch.

Responsibilities

• Lead the NOC / support team; own alert response, SLAs, and escalation paths.
• Own monitoring and alerting quality - dashboards, alert thresholds, and noise reduction in Datadog.
• Triage and route alerts and platform requests from 200+ developers.
• Own and grow the runbook and self-service knowledge base to deflect repeat work.
• Feed recurring alert and ticket patterns back to CloudOps and CloudPlatform to kill root causes.
• Manage incident communications and stakeholder updates during outages.
• Report operational metrics - alert volume, SLA attainment, and deflection - to infrastructure leadership.
• Handle first-line AWS and container-orchestration triage, plus access and deployment support.
• Mentor support engineers and build sustainable on-call / NOC coverage.

Skills

NOC leadership

AWS

Container orchestration

Datadog dashboards

SLA management

Communication

Scripting (Python/bash)

Knowledge base / self-service

GitHub Actions

PCI-DSS / ISO 27001 familiarity

Tools

Datadog

AWS

Kubernetes

GitHub Actions

Job description

Snoonu is expanding its NOC-style operations to lead 24/7 alerting, incident response, and on-call coverage for a 200+ developer platform in Qatar. You will own runbooks, dashboards, escalation paths, and SLA performance while guiding a growing support team.

This on-site role emphasizes building self-service knowledge, improving incident communications, and reducing repeat issues through robust processes and tooling.