Lead NOC Engineer (L2 & L3)

We are a 10-year-old, rapidly growing IT Managed Services Company, proudly recognized as one of the "Best Places to Work in PA for the 3rd consecutive year! Our company is built on a strong, people-oriented culture, and we are expanding our team to match our dynamic growth. With the highest number of franchises in our TeamLogicIT franchise network, we are excited to continue our journey toward becoming a nationwide leader in IT services. Join us and be a part of a family-like environment where innovation, collaboration, and excellence thrive.

About the Company:

At Team logic IT, we provide comprehensive IT Managed services along with premier customer support. We take the worry out of technology by providing the knowledge and skills to keep operations humming along. We dont just fix things; we evaluate current and future needs and deliver the best solution for organizations' processes and objectives. We are the fastest growing and the largest Master Franchisee in the Team logic network of 200 locations. We manage 11 territories in the network.

Our Motto is simple yet powerful:

MAKE FANS OUT OF OUR CLIENTS

MAKE FANS OUT OF OUR VENDORS

MAKE FANS OUT OF EACH OTHER

We pride ourselves on creating a family-oriented culture and creating a career path for every employee. We invest all our energy in making sure that you achieve your career goals. We are proud of our Glassdoor Review of 5.0 of employee testimonials.

Check it out yourself: https://www.glassdoor.com/Reviews/TeamLogic-IT-Newtown-Reviews-EI_IE222125.0,12_IL.13,20_IC1152654.htm

Company Website: https://www.teamlogicit.com/ and https://www.manageditservices.com/

Position- NOC Team Lead

Location- Kolkata (Remote)

Experience- 4 + Years working as a NOC Engineer, 2 + Years in a team or group leadership role

Job Summary

The NOC (Network Operations Center) Team Lead is responsible for leading a team of NOC engineers/technicians who monitor, maintain, and support critical network and IT infrastructure. The role involves managing day-to-day operations, troubleshooting network issues, ensuring uptime and performance, and leading team on NOC response efforts. The Team Lead will also drive process improvements, provide mentorship, and coordinate with other Operations teams to maintain a stable IT environment.

Roles and Responsibilities -

• Lead and mentor NOC engineers, offering guidance on handling NOC notifications and assisting the NOC team in resolving technical issues. Prioritize tasks, ensuring efficient handling of incidents and service requests
• Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests.
• Monitor network and system performance, proactively identifying and resolving issues.
• Maintain a high level of availability and uptime for all monitored systems.
• Ensure adherence to standard operating procedures (SOPs) and best practices.
• Lead response efforts to NOC notifications , ensuring quick resolution of network/system issues.
• Escalate high severity incidents to the appropriate teams to maintain Service Level Objectives.
• Act as the primary point of contact between the NOC team and other Operations delivery teams.
• Coordinate with 3rd party vendors and service providers for escalations and issue resolution.

Ensure clear communication of schedule and expected resolution of NOC incident tickets to clients, technical support staff, and management..

• Communicate infrastructure status updates and major incidents to management team.
• Work collaboratively with clients, Operations team members, and management to avoid scheduling/prioritization issues.
• Review/prioritize open NOC and maintenance tickets to ensure an appropriate assignment and scheduling of support activity.
• Assign and update ticket priority levels per company standards and based on client feedback.

Skill Requirements:

• 4 + years of experience in NOC/network operations or IT infrastructure support
• 2 + years in a team or group leadership role
• Certifications such as CCNA, CCNP, ITIL, or equivalent are a plus
• Work experience for a Managed Services Provider services multiple client environments
• Strong knowledge of Microsoft Windows and virtual environments.
• Strong knowledge of network protocols (TCP/IP, BGP, OSPF, MPLS, etc.).
• Experience with monitoring tools like NinjaOne RMM, Addigy RMM
• Experience leading teams using ticketing systems like Autotask PSA, Connectwise.
• Experience in configuring & monitoring backups for production servers in Datto and Acronis backup services.
• Experience in monitoring & maintaining firewall solutions including Cisco, Sophos and SonicWALL
• Excellent leadership and team management abilities.
• Strong problem-solving and decision-making skills.
• Effective communication and collaboration across teams.
• Ability to work under pressure and in a fast-paced environment.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: the ability to match resources to technical issues appropriately.
• Service awareness of all organization's key services for which support is being provided.
• Self-motivated with the ability to work in a fast-moving environment.

Benefit -

• Industry-leading Compensation + Annual bonus + All HR benefits.