NOC Support Lead: Incident Response & Monitoring

Snoonu; Qatar; On-site; QAR 200,000 - 360,000; Full time

Benefits offered by this job

Global Vibes

Learning budgets

Autonomy

Flexible time off

Agile environment

Job summary

Snoonu in Qatar is seeking a Support Lead to run our NOC‑style operations — the first line watching metrics and alerts across the platform for 200+ developers. You will own alert response, SLAs, escalation paths, runbook quality, and the support engineers.

You’ll mentor the team, improve Datadog dashboards, triage and route platform requests, and manage incident communications during outages while driving deflection and continuous improvement.

Qualifications

• 4+ years in NOC, support, or operations with lead scope.
• Solid AWS and container‑orchestration troubleshooting fundamentals.
• Strong with metrics and alerting tooling (Datadog).
• Process orientation: SLAs, ticketing, escalation.
• Excellent written communication and stakeholder management.
• Basic scripting (Python/bash).

Responsibilities

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

Skills

NOC leadership

AWS fundamentals

Container orchestration

Metrics & alerting

SLA & escalation processes

Strong communication

Scripting (Python/bash)

Tools

Datadog

Incident management tools

Job description

Snoonu in Qatar is seeking a Support Lead to run our NOC‑style operations — the first line watching metrics and alerts across the platform for 200+ developers. You will own alert response, SLAs, escalation paths, runbook quality, and the support engineers.

You’ll mentor the team, improve Datadog dashboards, triage and route platform requests, and manage incident communications during outages while driving deflection and continuous improvement.