NOC Team Lead — Managed Services

NTT Limited; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

NTT DATA in Cape Town seeks a Team Lead, Managed Services to oversee the NOC operations, incident handling, and service delivery to clients. You will lead a small team, manage queues, and drive continuous improvement to meet SLAs and client expectations.

The role requires strong leadership, ITSM experience, and a solid understanding of ITIL processes. This on-site position emphasizes coordination with cross-functional teams and vendors to ensure high-quality service delivery.

Qualifications

• Minimum 3–5 years' experience in a NOC, Service Desk or Technical Managed Services environment.
• Previous leadership, supervisory or senior operational coordination experience.
• Strong understanding of Incident Management, Major Incident Management and SLA governance.
• Understanding of basic networking and automation principles.
• Experience managing operational queues and driving service delivery performance.
• Strong stakeholder, customer and vendor management skills.
• Excellent verbal and written communication skills.
• Proven ability to manage escalations and coordinate multiple technical teams.

Responsibilities

• Lead and coordinate day-to-day team activities to meet objectives.
• Ensure resource allocation, shift coverage, and service continuity.
• Coach, mentor, and develop team members for performance.
• Own incident queue, ensure tickets meet SLA/OLA targets and escalate as needed.
• Coordinate cross-functional teams and vendors to accelerate incident resolution.
• Monitor SLA/OLA metrics, drive improvements, and report performance.
• Support knowledge management and service improvement initiatives.
• Contribute to governance meetings and service reviews.

Skills

NOC

Incident Mgmt

Major Incident

SLA governance

ITIL

ITSM tools

ServiceNow

Remedy

ManageEngine

Stakeholder mgmt

Team leadership

Coaching

Queue mgmt

Automation

Networking basics

Analytics

Reporting

Tools

ServiceNow

Remedy

ManageEngine

Job description

NTT DATA in Cape Town seeks a Team Lead, Managed Services to oversee the NOC operations, incident handling, and service delivery to clients. You will lead a small team, manage queues, and drive continuous improvement to meet SLAs and client expectations.

The role requires strong leadership, ITSM experience, and a solid understanding of ITIL processes. This on-site position emphasizes coordination with cross-functional teams and vendors to ensure high-quality service delivery.