Command Center Team Lead

Geidea Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain a competitive advantage as we grow, we are currently looking for a new "Command Center Team Lead"

Job purpose:

The Command Center Team Lead is responsible for overseeing 24/7 monitoring operations, ensuring high availability of IT infrastructure, applications, and network services. This role leads the NOC team in incident detection, response coordination, escalation management, and continuous service improvement.

The position ensures operational stability, SLA compliance, and effective communication during incidents while driving automation and monitoring enhancements.

Responsibilities:

Leadership & Team Management

• Lead and mentor Application support staff.
• Allocate tasks, manage workload, and track performance KPIs.
• Conduct technical reviews and ensure best practices are followed.

Command Centre Team Lead

• Investigate and resolve application incidents Lead and supervise NOC engineers across shifts (24/7 operations).
• Ensure real-time monitoring of infrastructure, network, servers, and applications.
• Oversee incident detection, troubleshooting, escalation, and resolution.
• Ensure adherence to SLAs, OLAs, and KPIs.
• Conduct daily operational reviews and shift handovers.

Incident & Problem Management

• Act as escalation point for critical and major incidents.
• Coordinate with Infrastructure, Network, Application, and Security teams.
• Lead Major Incident Management (MIM) bridge calls.
• Perform root cause analysis (RCA) and ensure preventive actions are implemented.
• Maintain incident and problem documentation.

Monitoring & Tools Management

• Manage monitoring tools such as Grafana , Zabbix , SolarWinds , or similar.
• Optimize alert thresholds and reduce false positives.
• Ensure dashboards and reporting are aligned with business needs.
• Participate in onboarding new monitoring tools and technologies.

Reporting & Governance

• Prepare daily, weekly, and monthly operational reports.
• Track system availability, MTTR, incident trends, and performance metrics.
• Ensure compliance with ITIL processes.
• Maintain updated SOPs, runbooks, and knowledge base

Qualifications:

• 7+ Years of experience, with minimum 2 years as a lead
• Bachelor’s degree in IT or engineering
• Experience with SQL and database queries
• Infrastructure & Network Monitoring
• Incident & Change Management
• Performance Tuning & Capacity Planning
• Log Analysis & Troubleshooting
• Cloud monitoring (AWS / Azure is a plus)
• Basic scripting (PowerShell, Bash)

Our values guide how we think and act - They describe what we care about the most

C ustomer first - It’s embedded in our design thinking and customer service approach

O pen - Openness allows us to constantly improve and evolve

R eal - No jargon and no excuses!

B old - Constantly challenging ourselves and our way of thinking.

R esilient – If we fail, we bounce back stronger than before.

C ollaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.