Team Leader, NOC Excellence (ITSM)

About the role

We are seeking a proactive Team Leader to head our NOC Excellence team, ensuring high‑quality network operations and seamless IT service management. You will drive performance, reliability, and continuous improvement across all NOC activities.

Key responsibilities

• Lead the NOC Excellence team in delivering reliable network operations services.
• Monitor daily operations, enforce procedures, and manage incident response.
• Oversee staff performance, provide coaching, and promote a culture of continuous improvement.
• Collaborate with other departments to align NOC services with business objectives.
• Manage and report on NOC metrics, identifying areas for enhancement.
• Conduct training sessions, drills, and knowledge‑sharing activities.
• Ensure compliance with security policies and regulatory requirements.
• Act as escalation point for critical incidents and communicate with stakeholders.

Required profile

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5+ years of experience in a Network Operations Center or IT Service Management environment.
• Proven experience implementing ITSM processes using Remedy or Ivanti.
• Capacity planning experience and strong understanding of network protocols.
• ITIL certification preferred.

Required skills

• Reporting methodologies
• Incident response processes
• Capacity planning
• Performance measurement
• Remedy
• Ivanti
• ITSM processes
• Network protocols
• Monitoring tools

What we offer

• Opportunity to lead a high‑performing NOC team.
• Collaborative environment with cross‑functional teams.
• Professional development and training resources.