Position Overview
The NOC Lead is responsible for overseeing the daily operations of the Network Operations Centre (NOC) to ensure the reliability, performance, and availability of all data Centre systems and services. This includes leading a team that monitors and maintains the network, server, virtualization, and power infrastructure.
The ideal candidate combines strong technical knowledge with excellent leadership and customer service skills. They should have hands-on experience with VMware or similar virtualization technologies, a solid understanding of network operations, and familiarity with data centre power systems such as UPS units and generators.
Key Responsibilities
1. Team Leadership & Oversight
- Lead, coach, and mentor a team of NOC Engineers and Technicians to ensure smooth 24/7 operations.
- Manage shift schedules, task assignments, and escalation protocols.
- Monitor team performance and enforce adherence to operational standards and SLAs.
2. Operations Monitoring & Incident Management
- Supervise real-time monitoring of servers, networks, and power systems.
- Ensure timely detection, response, and escalation of incidents and service interruptions.
- Coordinate root cause analysis and implement corrective actions.
- Maintain accurate operational and incident documentation.
3. Virtualization & Systems Management
- Perform basic VMware vSphere or virtualization platform administration (VM provisioning, snapshots, and performance checks).
- Collaborate with system administrators to maintain and optimize virtual infrastructure.
- Participate in system maintenance, patching, and performance tuning activities.
4. Network Operations
- Monitor network health, availability, and connectivity across all data centre systems.
- Assist with network troubleshooting involving switches, routers, and firewalls.
- Understand and work with VLANs, routing, IP addressing, and core network services (DNS, DHCP, etc.).
5. Power & Environmental Systems Management
- Oversee the operation and monitoring of UPS systems, PDUs, and backup generators to ensure continuous power availability.
- Coordinate scheduled maintenance, testing, and fuel management for generators.
- Ensure environmental monitoring systems (temperature, humidity, power load) function optimally.
- Work closely with facilities and electrical engineers to prevent and respond to power-related incidents.
6. Customer Service & Communication
- Act as the primary escalation point for customer-impacting incidents.
- Provide regular updates to customers and management during service interruptions or maintenance windows.
- Maintain a professional, customer-focused attitude at all times.
7. Process Management & Continuous Improvement
- Develop, document, and maintain NOC Standard Operating Procedures (SOPs).
- Identify and implement process improvements to enhance service reliability and response time.
- Contribute to automation and efficiency initiatives for monitoring and reporting.
Qualifications & Experience
- Diploma or Degree in Information Technology, Computer Science, Electrical Engineering, or a related field.
- 3+ years' experience in IT infrastructure or datacentre operations (including NOC or systems monitoring).
- 1+ year experience in leadership or supervisory role preferred.
- Solid understanding of networking fundamentals (routing, switching, VPNs, firewalls).
- Hands-on experience with VMware vSphere or other virtualization platforms.
- Familiarity with datacentre power systems (UPS, generators, PDUs).
- Experience with monitoring tools (PRTG, Zabbix, SolarWinds, Nagios, etc.).
- Excellent written and verbal communication skills.
- Strong troubleshooting and analytical thinking abilities.
Key Competencies
- Leadership and Team Development
- Customer-Focused Mindset
- Incident and Problem Management
- Technical Proficiency (Networks, Virtualization, Power Systems)
- Process Orientation and Documentation Discipline
- Collaboration and Communication
Preferred Certifications
- CompTIA Network+ / Security+
- VMware Certified Professional (VCP) or equivalent experience
- Cisco CCNA or equivalent
- ITIL Foundation Certification
- Electrical or Power Systems Certification (advantageous)
