NOC Team Lead

malomatia; Doha; On-site; QAR 180,000 - 300,000; Full time

Job summary

Malomatia is seeking a NOC Team Leader to drive 24x7 network operations, incident response and service restoration for managed services customers. You will lead NOC engineers, own escalation, and coordinate with resolver groups and stakeholders to meet ITIL‑based SLAs.

The role requires strong leadership, deep monitoring expertise, and the ability to communicate clear business impacts under pressure. You will implement improvements, coach staff, and ensure high‑quality ticketing, reporting and

Qualifications

• Minimum 5 years in NOC or managed services.
• At least 2 years in a senior/shift-lead capacity.
• Operational experience in 24x7 environments.
• Strong knowledge of NOC monitoring, event management and ITSM.
• Technical understanding of LAN/WAN, servers, virtualization and cloud.
• ITIL Incident, Event, Change and Major Incident practices.
• Experience in SLA/KPI control, reporting and escalation.
• Ability to lead high-severity incidents under pressure.
• Experience creating SOPs, runbooks, knowledge articles and handover docs.
• Excellent English; Arabic an advantage.

Responsibilities

• Lead and supervise the NOC team for 24x7 coverage and shift readiness.
• Ensure continuous monitoring of customer infrastructure using monitoring platforms.
• Act as escalation point for NOC engineers and guide troubleshooting and ticketing.
• Lead incident response for P1/P2, coordinating resolver teams and communications.
• Log, categorize and prioritize tickets accurately in the ITSM system.
• Monitor SLA performance and intervene to prevent breaches.
• Own incidents from detection to restoration, including vendor engagement.
• Adhere to ITIL processes and change management procedures.
• Coordinate changes and maintenance from the NOC perspective.
• Review tickets for quality and coach engineers on gaps.
• Prepare operational inputs on incidents, alerts and risks.
• Maintain shift handover logs, runbooks and knowledge articles.
• Identify recurring issues and drive automation and improvements.
• Support onboarding and knowledge transfer for new customers and tech scopes.
• Coach NOC staff and support roster/resource planning.
• Maintain professional communication with customers and stakeholders.
• Promote automation and AIOps initiatives.

Skills

NOC leadership

24x7 operations

ITIL processes

Incident management

Escalation management

SLA/KPI control

Stakeholder communication

Team coaching

Shift handovers

Job description

Job Description

The NOC Team Leader is responsible for leading and controlling day-to-day 24x7 Network Operations Center activities to ensure continuous monitoring, timely incident response, service restoration, SLA achievement and effective operational communication for Malomatia managed‑services customers. The role provides technical and operational leadership to NOC engineers, acts as the primary shift/operational escalation point, coordinates major incidents with resolver groups and customer stakeholders, and ensures that events, incidents, service requests and changes are handled in accordance with agreed ITIL processes, SOPs and contractual requirements. The Team Leader also drives ticket quality, shift discipline, knowledge management, operational reporting, team capability and continuous service improvement.

• Lead and supervise the NOC team during assigned operations and ensure effective 24x7 service coverage, shift readiness, workload allocation and proper handover between shifts.
• Ensure continuous monitoring of customer infrastructure, networks, systems, cloud services, applications and other in-scope configuration items using approved monitoring and observability platforms.
• Act as the first operational and technical escalation point for NOC engineers and provide guidance for event validation, troubleshooting, impact assessment, ticket classification and escalation.
• Lead the NOC response for P1/P2 and other major incidents, ensuring immediate engagement of the correct resolver teams, timely management escalation, stakeholder communication and service restoration within agreed SLA.
• Ensure all actionable alerts and customer-reported issues are logged accurately in the ITSM platform, correctly categorized and prioritized, assigned to the appropriate support group, updated throughout the lifecycle and properly closed.
• Monitor SLA performance in real time and proactively intervene on tickets approaching response, update or resolution thresholds; elevate risks before SLA breach wherever possible.
• Maintain ownership of incidents from detection through restoration from the NOC coordination perspective, including technical follow‑up, vendor/resolver engagement and confirmation that monitoring has returned to normal.
• Ensure strict adherence to Incident, Event, Major Incident, Change, Problem and Service Request procedures, escalation matrices, communication protocols, SOPs and customer‑specific operational requirements.
• Coordinate approved changes and planned maintenance activities from the NOC perspective, validate monitoring impact, track execution status and ensure required start, progress, completion, rollback or extension communications are issued.
• Review ticket quality, event‑to‑ticket compliance, troubleshooting evidence, timelines, work notes, assignment accuracy and closure information; coach engineers on identified quality gaps.
• Prepare and validate shift, daily, weekly and monthly operational inputs covering major incidents, SLA/KPI performance, alert volumes, recurring events, escalations, service risks and improvement actions.
• Maintain accurate shift handover records, operational logs, known‑issue registers, escalation contacts, SOPs, runbooks and knowledge articles, ensuring information remains current and usable by all shifts.
• Identify recurring alarms, incident patterns, monitoring gaps, false positives and operational inefficiencies and work with technical teams and management to drive problem management, tuning, automation and continuous improvement.
• Support onboarding, knowledge transfer, shadowing/reverse‑shadowing and service transition activities for new customers, technologies and monitoring scope, ensuring operational readiness before handover to steady‑state support.
• Coach and develop NOC engineers through technical guidance, performance feedback, knowledge sharing, training and individual capability development; identify skill gaps and recommend development actions.
• Support roster and resource planning, attendance and shift discipline, leave coordination and operational coverage to ensure service continuity without compromising contractual obligations.
• Maintain professional communication with customers, internal technical teams, vendors, Service Delivery/Operations Management and other stakeholders, particularly during high‑impact incidents and escalations.
• Ensure compliance with Malomatia policies, customer security requirements, access‑control practices, information‑security requirements, quality procedures and applicable ISO/ITSM governance controls.
• Promote automation and operational efficiency by identifying repetitive NOC activities suitable for event correlation, auto‑ticketing, notification automation, dashboarding or other approved AIOps/automation use cases.
• Perform other operational leadership duties reasonably required to support the Managed Monitoring Services function and customer service commitments.

Qualifications

• Minimum 5 years of experience in NOC, infrastructure operations or managed services, including at least 2 years in a senior/shift‑lead/team‑lead capacity.
• Strong operational experience in 24x7 enterprise or government environments supporting multi‑technology infrastructure and business‑critical services.
• Strong knowledge of NOC monitoring/observability, event management, ITSM ticket lifecycle, escalation and major incident coordination.
• Sound technical understanding of LAN/WAN, network devices, firewalls/load balancers, Windows/Linux servers, virtualization, storage, backup, cloud and enterprise applications.
• Practical knowledge of ITIL Incident, Event, Problem, Change, Request and Major Incident Management practices.
• Demonstrated experience in SLA/KPI control, shift management, ticket‑quality assurance, operational reporting and customer communication.
• Ability to lead high‑severity incidents under pressure, coordinate multiple technical teams and communicate concise business‑impact updates to management and customers.
• Experience developing and maintaining SOPs, runbooks, knowledge articles, escalation matrices and shift handover documentation.
• Strong analytical capability to identify recurring incidents, monitoring gaps, operational risks and opportunities for automation and service improvement.
• Proven people‑leadership capability including coaching, task allocation, performance follow‑up, conflict management and team development.
• Strong written and verbal English communication; Arabic is an advantage.

About Malomatia

malomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end‑to‑end technology solutions that empower clients to achieve their strategic goals.

ABOUT US

Empowering Qatar’s businesses and governments to leap into the digital future with agile, knowledge‑driven solutions.

Our vision

To become Qatar’s trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world‑class tech ecosystem.

Driving change that makes a real impact

Since 2008, malomatia has been driving Qatar’s digital transformation through innovative, ISO‑certified IT solutions. With expertise across key public and private sectors, we empower the nation’s vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar’s sustainable future.

About The Team

Established in 2008, malomatia is a Qatari leader in IT services and digital transformation. We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals. Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high‑value digital solutions tailored to the unique needs of our clients.

Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent. We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation.

Join us in shaping the future of technology in Qatar