NOC Team Lead - 24/7 Incident & Operations

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

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