NOC Team Lead – Managed Services

NTT Ltd.; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

NTT DATA is seeking a Team Lead, Managed Services to oversee the NOC team responsible for incidents, queues, and service delivery. You will coordinate cross-functional teams, monitor SLAs, and drive continuous improvement to meet client expectations.

The role emphasizes coaching, stakeholder management, and data-driven reporting to enhance service quality in a fast-paced environment at our Cape Town site.

Qualifications

• 3–5 years in a NOC/Service Desk/Managed Services environment.
• Experience in people supervision or team leadership.
• Strong knowledge of Incident Management and SLA governance.
• Fundamental networking and automation concepts.
• Experience managing queues and service delivery performance.
• Excellent stakeholder and vendor management.
• Clear verbal and written communication.
• Proven ability to manage escalations across multiple teams.
• ItSM platforms expertise: ServiceNow, Remedy, or ManageEngine.
• Familiarity with ITIL principles and service management best practices.
• Strong analytical, reporting and problem-solving skills.

Responsibilities

• Lead day-to-day team activities and ensure coverage and workload balance.
• Manage incident queue, SLA/OLA targets, and escalation paths.
• Coordinate cross-functional teams and vendors for incident resolution.
• Provide coaching and performance feedback to team members.
• Create operational reports and monitor service performance trends.

Skills

NOC leadership

Team supervision

Incident & SLA governance

Networking basics

Queue management

Stakeholder management

Communication skills

Escalation handling

ITSM tools familiarity

ITIL knowledge

Analytics & reporting

Tools

ServiceNow

Remedy

ManageEngine

Job description

NTT DATA is seeking a Team Lead, Managed Services to oversee the NOC team responsible for incidents, queues, and service delivery. You will coordinate cross-functional teams, monitor SLAs, and drive continuous improvement to meet client expectations.

The role emphasizes coaching, stakeholder management, and data-driven reporting to enhance service quality in a fast-paced environment at our Cape Town site.