Team Lead: NOC (Internal), Midrand

PURPOSE:
To lead and manage the NOC team responsible for monitoring, supporting, and maintaining network and service availability across the business in a 24/7 shift environment. The Team Lead: NOC ensures incidents are managed efficiently, escalations are handled appropriately, SLAs are achieved, and continuous improvement initiatives are implemented to enhance operational performance and customer experience.

FORMAL EDUCATION:

• Grade 12
• IT Qualification Diploma/Degree (advantageous)

KNOWLEDGE & EXPERIENCE:

• Minimum 3–5 years’ experience within a NOC or IT Operations environment.
• Minimum 1–2 years’ experience in a supervisory or leadership role.
• Solid experience managing incidents in a high-pressure operational environment.
• Solid experience working with monitoring tools and ticketing systems.
• Strong understanding of:
  • Networking concepts (LAN/WAN/MPLS/VPN/SD-WAN)
  • Routing and switching
  • Network monitoring tools
  • Incident management processes
  • SLA and KPI management

TECHNICAL CERTIFICATION

• ITIL v3 Foundation Certification
• CompTIA Network+
• Professional certifications such as CCNA, CCNP etc. (advantageous)
• Experience with non-Cisco products and technologies such as Huawei, Fortinet, Juniper etc. (advantageous)
• Microsoft or Linux certifications (advantageous)

RESPONSIBILITIES:
Operational Management

• Lead daily NOC operations and ensure 24/7 monitoring coverage.
• Manage incident handling, escalation processes, and major incident coordination.
• Ensure adherence to SLA, OLA, and KPI targets.
• Monitor network performance, availability, alarms, and service degradation.
• Coordinate with internal technical teams, vendors, and service providers to resolve incidents.
• Ensure proper ticket management and accurate documentation within service management systems.
• Conduct shift handovers and operational briefings.

Team Leadership

• Supervise and support NOC Analysts.
• Manage team schedules, attendance, leave, and shift planning.
• Provide coaching, mentoring, and performance feedback.
• Conduct regular one-on-one sessions and team meetings.
• Identify training needs and support skills development.
• Foster a high-performance and customer-focused culture.

Incident & Problem Management

• Drive proactive monitoring and early fault detection.
• Ensure root cause analysis (RCA) is completed for major incidents.
• Support problem management initiatives to reduce repeat incidents.
• Escalate critical outages and risks to management promptly.
• Participate in disaster recovery and business continuity activities.

Reporting & Continuous Improvement

• Prepare operational reports and dashboards.
• Analyse trends, recurring incidents, and performance metrics.
• Identify opportunities for automation and process optimisation.
• Support audits, compliance requirements, and operational governance.
• Maintain and improve operational procedures and knowledge articles.

 
KEY COMPETENCIES

• Strong leadership and decision-making skills
• Excellent communication and stakeholder management
• Problem-solving and analytical thinking
• Ability to work under pressure
• Strong customer service orientation
• Attention to detail
• Time management and prioritisation
• Accountability and ownership
• Conflict Handling

 
APPLICATIONS :
Those who are interested are invited to submit their CV together with proof of their tertiary qualifications and relevant certifications.
 
Preference will be given to designated individuals and internal applications within the employment equity framework of Gijima.