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Service Desk NOC Team Lead

1.00 to 10.00 Years   Abu Dhabi United Arab Emirates   03 Nov, 2023
Alpha Data LLC
1 Jobs Openings
Job LocationAbu Dhabi United Arab Emirates
EducationNot Mentioned
Salary$4,000 - $5,000
IndustryCyber & Network Security; IT Services
Functional AreaNot Mentioned

Job Description

Position: Service Desk NOC Team LeadLocation: ˙Abu Dhabi, UAEContract:˙2 years (Extendable)Summary:The Service Desk NOC Team Lead is responsible for overseeing the day-to-day operations of the NOC Service Desk team. This role ensures efficient resolution of network-related issues, timely response to incidents, and consistent communication with stakeholders. The Team Lead acts as a mentor and guide to NOC technicians, ensuring best practices in network monitoring, troubleshooting, and maintenance.Key Responsibilities:1. Operational Oversight:

  • Supervise the daily activities of the NOC Service Desk team, ensuring prompt response to alerts and incidents.
  • Manage the escalation process, ensuring that higher-level issues are forwarded to the appropriate teams or individuals.
2. Team Management & Development:
  • Mentor and coach NOC technicians, fostering an environment of continuous learning.
  • Coordinate training sessions and knowledge-sharing activities.
  • Conduct performance reviews and manage personnel issues within the team.
3. Incident Management:
  • Ensure timely and accurate documentation of incidents and resolutions.
  • Analyze incidents to recommend improvements and reduce recurrence.
  • Coordinate with other IT teams for cross-functional issues.
4. Communication:
  • Act as the primary point of contact for major incidents, ensuring that stakeholders are informed and updated
  • Facilitate communication between shifts, ensuring continuity in operations and handovers.
5. Process Improvement:
  • Continuously review and refine NOC processes and workflows to optimize efficiency.
  • Collaborate with the NOC Manager in developing and implementing process enhancements.
6. Technical Expertise:
  • Stay updated with the latest in network technologies, best practices, and tools.
  • Assist team members in complex technical issues and challenges.
7. Reporting:
  • Generate reports on NOC activities, incidents, and performance metrics.
  • Present findings and recommendations to senior management
Qualifications:
  • Bachelor?s degree in computer science, Information Systems, or related field.
  • 3+ years of experience in a NOC or similar technical environment, with 1+ years in a supervisory or leadership role.
  • Deep understanding of networking principles, protocols, and technologies.
  • Familiarity with network monitoring tools and software.
  • Excellent verbal and written communication skills.
  • Proven ability to lead and motivate a technical team
Certifications (optional but advantageous):
  • Cisco Certified Network Associate (CCNA).
  • ITIL Foundation.

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