NOC Team Leader

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.

We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK and our overseas office in Kuala Lumpur, Malaysia, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey.

Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in.

We’re now looking for a Network Operations Centre (NOC) Team Leader to join our team and help us deliver great results for our clients.

As a NOC Team Leader, you will be essential to ensuring that the IT infrastructure for Air IT and its clients is reliable, monitored, maintained and set up according to industry best practices. The daily role will involve proactive and reactive work across a range of devices and configurations. You will manage a team that provides 24/7 customer support all year round including public holidays. You will be expected to investigate incident trends, report these to the Head of NOC when required and assist to develop fixes or preventative measures for known issues.

NOC is a fast-paced environment, critical thinking is key and part of your role will be to ensure that updates are installed at regular intervals on internal infrastructure. You will ensure that documentation of client sites, including topologies are kept accurate to allow engineers to provide rapid analysis and resolutions. Working closely with a multi-disciplinary team and NOC team members, you will ensure that backup and monitoring is set up on each system and will monitor these systems to provide fixes, along with writing knowledge base articles to share problem solutions.

Duties and Responsibilities:

Lead the Network Operations Centre KL Team to deliver a high-performing service with a strong focus on proactive and reactive monitoring.

Ensure the NOC team is adequately skilled and resourced for current and future demands.

Maximize the performance of technical engineers through objective setting, regular 1-2-1 meetings, and support for personal development.

Deliver against service performance measures and track progress against targets through regular reporting.

Establish and maintain strong relationships with clients to ensure effective communication channels.

Set, track, and review engineer objectives to achieve service excellence and learn where there may be gaps in skillset.

Own, maintain, and embed procedures to ensure consistency and efficiency through regularly reviewing and updating NOC procedures.

Liaise with a multi-disciplinary team and other departments to seamlessly integrate new services and make recommendations based on server and infrastructure performance.

Act as an out-of-hours management escalation point when required.

Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies.

Update customer and internal knowledge base, ensuring documentation is up-to-date and applies with current systems and practices.

Encourage a positive attitude in a hardworking fast-paced environment.

Qualifications, Knowledge and Experience:

Essential:

Demonstrable experience managing and leading a Service Desk or Network Operations Centre.

Major Incident, problem and incident management experience in line with current industry standards.

Strong communication skills.

Experience working within an MSP or similar environment.

Ability to work under pressure.

Experience managing and scheduling a medium sized team on a 24/7 schedule.

Flexibility with working hours.

Proficient in MS Office applications.

Impeccable written and spoken English language skills.

Desirable:

ITIL certified.

Previous network infrastructure technical background.

Current and valid driving license.

Experience with Connectwise and ITGlue or other ticket/documentation systems.

Experience with patch management, backups, and retention policies.

The Benefits

• Benefits such as health insurance, dental, optical is provided
• Vehicle parking
• Perks including quarterly and annual staff awards, funded social events, referral bonuses
• Excellent learning and development opportunities
• A focus on health, wellbeing, inclusivity and diversity
• Hybrid and flexible working forming the keystones of our future working